.Role PurposeThe purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.DoOversee and manage service delivery by meeting all contractual/ SLA commitments Contract compliance & adherenceEnsure all SLA parameters are met in the accountReview and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are citedMonitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelinesEnsure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoicesDelivery governance across the accounts/projects Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each projectEnsure that the project performance parameters stay green for all accountsMonitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flagsParticipate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadershipEnsure regular invoicing as per the contract terms and condition and performanceTechnical and/or Operational Issue Resolution Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakageActs as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basisActs as point of escalation for issues not resolvable by the service lines