Key Responsibilities

• Oversee end-to-end delivery of IT infrastructure, systems integration, and managed services to ensure service quality and client satisfaction.
• Ensure all services are delivered in accordance with agreed SLAs, KPIs, and contractual commitments.
• Monitor service performance, identify gaps, and implement continuous improvement initiatives.
• Serve as the primary point of contact for clients on service delivery matters.
• Provide guidance, coaching, and mentorship to subordinates on Service Desk support matters as required, ensuring adherence to established processes, service standards, and best practices.
• Build and maintain strong client relationships, ensuring alignment with business objectives.
• Conduct regular service review meetings and provide performance reports to stakeholders.
• Collaborate with project engineers, field support engineers and vendors to ensure smooth onboarding and deplo...