Key Responsibilities 

Customer Engagement & Communication 

• Act as the primary interface to a key customer stakeholder across the account  

• Own all communication including:  

• Service updates 

• Provide updates on progress on key issues/escalations, risks, and outcomes 

• Escalation handling  

• Ensure consistent, accurate, and timely messaging across all delivery towers  

• Maintain strong relationships with:  

• Customer IT and operations teams  

• Customer senior leadership and key stakeholders 

• Manage expectations and ensure stakeholder satisfaction 

• Vendor partners  

Governance & Service Leadership 

• Lead governance cadence:  

• Participate in Weekly Operational Reviews  

• Drive Monthly Service Reviews (MSR)  

• Drive Quarterly Executive Reviews  

• Maintain alignment to:  

• Service Level Agreements, Service targets  

• Strategic roadmap  

• Cross-terminal consistency  

• Ensure all towers operate under:  

• One plan  

• One communication model  

• One accountability structure  

Coordination & Cross-Functional Alignment 

• Coordinate activities across cross-functional teams  

• Ensure clear ownership and accountability for all customer-impacting activities  

• Remove silos and misalignment across teams  

• Engage relevant stakeholders (e.g., SDMs, CSMs, SMEs) as required 

Escalation & Incident Management (Including On-Call) 

• Own the end-to-end escalation lifecycle  

• Be available on-call for critical escalations (P1/P2) outside business hours  

• Lead Coordination across cross functional teams 

• Determine when to activate:  

• Escalation   

• Ensure:  

• Unified action plan across all teams  

• Clear ownership and timelines  

• Controlled communication to the customer  

Escalation Alignment 

• Work closely with leaders as a cross-functional escalation overlay  

• Ensure when escalation is activated:  

• Teams operate as a single execution unit  

• Duplicate analysis is eliminated  

• Root cause is clearly established  

Risk & Issue Management 

• Proactively identify risks across:  

• Infrastructure  

• Application  

• Database  

• Integrations (EDI, messaging)  

• Operational processes  

• Drive mitigation plans before customer impact  

• Escalate to executive leadership when required  

Program Accountability & Performance 

• Own the enterprise-wide SLA scorecard across the account  

• Ensure:  

• SLA adherence (incidents, requests, RCA timelines)  

• Reduction in P1/P2 incidents  

• Improved MTTR and system stability  

• Drive continuous improvement initiatives across all towers  

Financial & Commercial Oversight 

• Maintain visibility across:  

• Work Orders (WOs)  

• Scope boundaries  

• Resource allocation  

• Support:  

• Renewals  

• Expansion opportunities  

• Commercial alignment with delivery  

Reporting & Analytics 

• Produce:  

• Operational summaries  

• Monthly executive presentations 

• Monthly SLA and trend reports  

• Quarterly executive dashboards  

• Ensure:  

• Data accuracy and consistency  

• Clear insights into:  

• Incident trends  

• Escalation patterns  

• Service performance  

Team Leadership & Coordination 

• Lead a multi-tower delivery ecosystem 

• Ensure:  

• Clear roles and responsibilities  

• Effective handovers and shift alignment  

• Readiness for audits, peak operations, and critical events  

Qualifications & Experience 

• 10–12+ years in:  

• Program Management  

• Managed Services / Support leadership  

• Strategic account management  

• Experience managing:  

• Multi-tower delivery (cross functional team experience is a must)  

• Mission-critical systems  

• Strong understanding of:  

• N4 TOS  

• Terminal operations  

• SQL Server / databases  

• Integrations (EDI, Kafka/AMQ)  

• Cloud and on-prem environments  

• Proven ability to:  

• Operate under pressure  

• Manage escalations  

• Influence without direct authority  

• Leadership and team management  

• Strategic thinking  

• Communication and negotiation  

• Risk management  

• Budgeting and financial planning  

• Problem-solving and decision-making 

Success Measures 

• SLA adherence across all terminals  

• Reduction in business and mission critical incidents  

• Faster and more effective RCA delivery  

• Strong customer satisfaction and confidence  

• Predictable and aligned delivery across all towers  

• Measurable service improvements and innovation outcomes