(LPS) Advisory Engineer, Services Delivery

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Service Delivery & SLA Governance

- Own day-to-day delivery of all contracted IT and infrastructure services, ensuring consistent compliance with SLAs, OLAs, and KPIs.

- Monitor, report, and act on service performance metrics (e.g., availability, MTTR, MTTA, ticket aging, first-time fix rate).

- Lead internal and customer-facing service review meetings (weekly operational, monthly business reviews) with data-driven insights and clear action plans.

- Identify SLA risks early and drive remediation to prevent breaches; escalate commercial implications where necessary.

Incident & Problem Management

- Serve as the primary escalation point for major incidents and service disruptions; coordinate cross-functional response and customer communications.

- Ensure timely, high-quality root cause analysis (RCA) and implementation of preventive actions to reduce repeat incidents.

- Maintain and continuously improve incident runbooks, escalation paths, and operational playbooks.

Customer Satisfaction & Relationship Management

- Act as a trusted operational partner to the client’s technical and business stakeholders; proactively manage expectations and service perception.

- Drive initiatives to enhance customer experience (CX), including feedback loops, satisfaction surveys (CSAT/NPS), and service improvement plans (SIP).

- Partner with the Account Team to identify opportunities for service expansion or value-added offerings.

Operational Excellence & Continuous Improvement

- Standardize and optimize operational processes (change, problem, capacity, availability management) aligned with ITIL best practices.

- Champion automation, tooling enhancements, and knowledge management to improve efficiency and reduce manual effort.

- Ensure operational readiness for new services, transitions, or scope changes—including documentation, training, and monitoring integration.

Team & Vendor Leadership

- Lead and develop a high-performing operations team (onshore/offshore), fostering accountability, capability, and a customer-first mindset.

- Govern third-party vendors and subcontractors against contractual obligations, performance standards, and quality expectations.

- Collaborate with HR and Finance on resourcing, budgeting, and cost-to-serve optimization.

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