Manage client relationship, communications, expectations, and escalations, including reporting (standard operations, requests, and RCAs); be the client's advocate.

Act as the primary point of contact for operational & tactical issues, representing delivery of all in-scope services to the customer including timely and cost-effective execution of Service Level Agreements (SLA’s) while identifying & recommending service delivery optimization.

Plan, direct, and monitor operational / tactical activities of team.

Handle cross-functional escalations.

Maintain strong relationships with customers and other functional managers.

Solve complex business/technical issues within established policies.

Deliver regular fleet reporting and SLA metrics

Lead/contribute to team meetings, maintaining transparency of service strategy and key operational responsibilities.

Build and maintain relationships with the Client Success Manager, displaying a healthy blend of flexibility, proactivity and control in your approach.

This position will need to support after-hours issues, user calls, and planned outages.

Drive problem-management and continuous improvement within projects

Problem solve and report open incidents, project changes, near-approaching SLA breaches, and past- due build dates

Work with the client and the team to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones

Provide regular reporting on project status, ITSM standard operations, and requests.

Be engaged for P1 tickets for your client, helping to coordinate communication decisions for outages exceeding one hour; Keep the stakeholders and management apprised of status as per outage communication plans

Assist with renewal discussions and facilitate conversations for new opportunities.

Work with resources to improve their skills and identify growth and leadership opportunities

Understand and closely monitor the scope of the project onboarding support responsibilities for each assigned project.

Identify and facilitate all opportunities for automation

Be aware of the overall technical scope and architecture for projects assigned; update regularly.

Facilitate issue resolution and build tasks for team members on projects.

Problem solve and report open incidents, project changes, near-approaching SLA breaches, and past- due build dates