Serve as the primary point of contact for clients, ensuring that their expectations align with service offerings.
Develop and track that all services meet agreed SLAs and key performance indicators (KPIs), reporting any deviations to clients and management.
Coordinate and oversee the resolution of incidents, ensuring timely response and effective communication with clients.
Entersekt is a leader in digital banking fraud prevention and payment security, including mobile authentication, mobile app security, and 3-D Secure authentication. They enable secure digital transactions for leading financial institutions globally and protect the digital transactions of over 210 million active users.
Lead, coach, and develop Service Delivery Managers across multiple regions.
Manage critical customer escalations, acting as the senior point of accountability for service delivery issues.
Define and enforce delivery standards, quality assurance processes, and SLA governance frameworks.
Nexthink is the leader in digital employee experience management software. They provide IT leaders with unprecedented insight, allowing them to see, diagnose, and fix issues at scale, impacting employees anywhere. The company has over 1,200 customers and 9 offices worldwide, dual headquartered in Lausanne, Switzerland and Boston, Massachusetts.
Lead, coach, and mentor a multi‑tier (Tier 1–3), multi‑region helpdesk to deliver consistent, high‑quality support across time zones.
Own and continuously improve CSAT, SLA attainment, queue quality, and customer communication standards.
Design and implement enhanced global policies, escalation frameworks, and operating standards.
J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. They provide a comprehensive suite of services, products, and data that enables clients to navigate complex, contentious, and often catastrophic situations.
Ensure successful delivery of Managed Service solutions, including onboarding new clients and managing existing clients.
Work with clients to ensure key performance items within Managed Service Agreements meet or exceed expectations.
Coordinate regularly scheduled meetings with customers to deliver monthly reporting metrics and address concerns.
Trace3 is a leading Transformative IT Authority, providing technology solutions and consulting services to clients. They empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate and employ more than 1,200 people all over the United States.
Responsible for the day-to-day delivery of Services provided and management of incidents.
Serves as a single point of contact with authority over, and accountability for, the Services delivery responsibilities.
Builds relationships with key users and decision makers.
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, they deliver trusted, highly differentiated solutions and technologies to protect our nation and allies.
Be accountable for team attainment of utilization and revenue.
Be responsible for the oversight of delivery teams assigned to customer engagements.
Be accountable for delivery quality and customer satisfaction.
Smartsheet helps people and teams achieve anything with seamless work management and smart, scalable solutions. They empower teams to automate the manual, uncover insights, and scale smarter, creating space to think big and unlock work that truly matters.
Own day-to-day service delivery execution across assigned districts, managing a portfolio tied to annual revenue targets aligned to National, East, or West regional accounts.
Lead delivery conversations with district stakeholders, ensuring alignment, responsiveness, and movement toward contract goals.
Monitor and analyze service delivery performance to identify trends, risks, and opportunities for operational improvement across providers and districts.
Presence is the leading provider of teletherapy solutions for children with diverse needs. With a growing network of over 2,000 clinicians and more than 7 million teletherapy sessions delivered, they’re dedicated to ensuring every child has access to the support they need.
Lead discovery workshops to understand service strategy, goals, challenges, constraints, and success criteria.
Translate business needs into ITIL-aligned service designs, value streams, roadmaps, and blueprints.
Act as solution owner throughout delivery, ensuring continuity between design intent and execution.
Valiantys is a global Atlassian Platinum Solution Partner that helps organizations work better through scalable, people-centered solutions. Their teams work at the intersection of strategy and delivery, partnering closely with customers to translate complex business challenges into clear, actionable solutions built on best practices and leading platforms.
Provide portfolio-level leadership across approximately 15 accounts, ensuring client satisfaction and delivery excellence.
Lead difficult client situations as needed: drive fact-based narratives, reset expectations, align on remediation plans.
Own portfolio-level delivery health governance, ensuring risks, assumptions, actions, issues, and decisions (RAAID/RAID) are actively managed.
Hitachi Solutions is a global Microsoft solutions integrator passionate about developing and delivering industry-focused solutions that support our clients to deliver on their business transformation goals. With over 3,000 team members across 14 countries, we have 18 years of 100% focus on Microsoft technologies and business applications, delivering excellence through expert services and industry-focused cloud solutions.
Make clients wildly successful through ongoing delivery, support, and optimization of Softdocs Platform solutions
Serve as the primary day‑to‑day point of contact for Managed Services clients, ensuring clear communication around priorities, scope, timelines, and outcomes
Lead Managed Solutions Consultants and adjacent team members within a matrix‑based resource model to ensure consistent delivery and shared understanding of client commitments
Softdocs specializes in serving Higher Education and K12 institutions, as well as State and Local Government through Etrieve, an enterprise content management (ECM) platform. With a 25-year history, Softdocs is committed to promoting educational and governmental equity by eliminating inefficiencies.
Guide teams managing complex ServiceNow projects, resolving delivery issues.
Mentor Senior Principal Engagement Managers, aligning their skills with project objectives.
Resolve escalations and mitigate risks, ensuring project health and delivery continuity.
ServiceNow, founded in 2004, offers an AI-enhanced cloud platform connecting people, systems, and processes. They are a global market leader with over 8,100 customers, including 85% of the Fortune 500®, aiming to improve work for everyone.
Directs all phases of programs from inception through completion.
Acts as primary customer contact for program activities, leading program review sessions.
Manages programs of size and complexity, and supervises technical personnel.
GovCIO transforms government IT by delivering innovative IT services and solutions. They are building a workforce that fuels this mission and changing the face of government IT.
Manage a portfolio of customer engagements, maintaining visibility across both active projects and broader account objectives.
Develop, update, and track detailed project plans including milestones, timelines, and responsibilities.
Facilitate regular engagement cadences with customers to ensure alignment, maintain momentum, and monitor progress.
Astronomer empowers data teams to bring mission-critical software, analytics, and AI to life. They are the company behind Astro, the industry-leading unified DataOps platform powered by Apache Airflow, and is trusted by more than 800 of the world's leading enterprises.
Lead a high-performing team focused on delivering a best-in-class customer experience.
Own the strategy and execution behind how we build trust with key post-sales accounts.
Establish data-driven milestones and a structured approach to account oversight.
Medallion provides a leading provider operations platform that eliminates administrative bottlenecks for healthcare organizations. They are one of the fastest-growing healthcare technology companies.
Take ownership of a customer portfolio and maximize their platform engagement and satisfaction.
Create Success Plans and conduct Quarterly Business Reviews (QBRs) to help customers meet their targets.
Serve as the customer’s technical product expert and provide solution training, testing, and troubleshooting.
Urbantz helps retail, grocery, e-commerce, and logistics companies optimize last-mile delivery with a delivery management SaaS platform. They focus on enabling enterprises to navigate multi-fleet operations and promote sustainability in the final mile, serving over 100 brands and experiencing growth across Europe, the Middle East and beyond.
Manage client relationships and build/manage a portfolio up to $10M.
Collaborate with all delivery stakeholders to ensure fulfillment of commitments to the client.
Create and develop the account plan in coordination with the delivery and sales team.
Beyondsoft is a mid-sized IT and consulting company that tailors solutions using modern technologies and proven methodologies. Their diversely talented team of experts thrives on innovation and pushing the bounds of technology to solve customers’ most pressing challenges.
Managing and structuring team workload effectively.
Establishing clear project tracking systems and maintaining visibility across all active initiatives.
Creating standardized processes for project intake, prioritization, and delivery management.
Docplanner Group aims to help people live longer, healthier lives as the world’s largest healthcare platform. They connect 24 million patients with 280k doctors across 13 countries through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda with over 3,000 employees.