Employee IT Experience Lead
Core
Oversee end-to-end delivery of complex managed services contracts, ensuring client satisfaction, contract profitability, and service level agreement (SLA) adherence for large, multi-site clients.
Role type
Senior IC managed services client delivery specialist
Builds
Managed services contracts and service delivery operations
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
contract management, service delivery oversight, client relationship management, budget management, vendor selection, risk mitigation, SLA/KPI monitoring, pre-sales support, team leadership
Preferred skills
ITIL certification, PMP certification, financial forecasting, regulatory compliance knowledge
Technologies
ITSM frameworks (ITIL)
Responsibilities
Manage contract profitability and service delivery for assigned complex client contracts; Act as a trusted advisor to key clients to cultivate strong relationships; Collaborate with cross-functional teams to select appropriate vendors and suppliers; Develop and manage annual operating budgets and ensure accurate billing; Resolve contractual issues and incidents with suppliers; Drive continuous improvement initiatives to enhance service quality; Prepare and deliver regular reports on service performance and financials to senior leadership.
Seniority
Senior, hands-on IC with mentorship responsibilities