Program Manager
Avance Consulting ·
Senior IT Service Delivery Manager to lead large-scale managed services engagements for global clients. The role is responsible for ensuring consistent, high-quality service delivery, customer satisfaction, operational excellence, financial performance, and continuous service improvement.
The individual will provide strategic leadership across multiple service lines while partnering with customer executives to drive business outcomes and AI-led service transformation. Key Responsibilities Service Delivery Leadership Own end-to-end service delivery across multiple applications, infrastructure, or digital services.
Ensure SLA, KPI, and contractual commitments are consistently achieved or exceeded. Drive operational excellence, service stability, and continuous service improvement. Lead service governance, operational reviews, and executive steering meetings.
Customer Relationship Management Build trusted relationships with customer leadership and key stakeholders. Act as the primary escalation point for critical service issues and major incidents. Conduct Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and executive governance meetings.
Improve customer satisfaction through proactive engagement and value-driven service delivery. Operational Excellence Drive Incident, Problem, Change, Release, Capacity, Availability, and Service Continuity Management. Improve service reliability through root cause analysis and preventive actions.
Identify automation and AI opportunities to improve service quality and operational efficiency. Establish governance dashboards and service health metrics. Leadership