Job Description:Key ResponsibilitiesCustomer Engagement & CommunicationAct as the primary interface to a key customer stakeholder across the accountOwn all communication including:Service updatesProvide updates on progress on key issues/escalations, risks, and outcomesEscalation handlingEnsure consistent, accurate, and timely messaging across all delivery towersMaintain strong relationships with:Customer IT and operations teamsCustomer senior leadership and key stakeholdersManage expectations and ensure stakeholder satisfactionVendor partnersGovernance & Service LeadershipLead governance cadence:Participate in Weekly Operational ReviewsDrive Monthly Service Reviews (MSR)Drive Quarterly Executive ReviewsMaintain alignment to:Service Level Agreements, Service targetsStrategic roadmapCross-terminal consistencyEnsure all towers operate under:One planOne communication modelOne accountability structureCoordination & Cross-Functional AlignmentCoordinate activities across cross-functional teamsEnsure clear ownership and accountability for all customer-impacting activitiesRemove silos and misalignment across teamsEngage relevant stakeholders (e.g., SDMs, CSMs, SMEs) as requiredEscalation & Incident Management (Including On-Call)Own the end-to-end escalation lifecycleBe available on-call for critical escalations (P1/P2) outside business hoursLead Coordination across cross functional teamsDetermine when to activate:EscalationEnsure:Unified action plan across all teamsClear ownership and timelinesControlled communication to the customerEscalation AlignmentWork closely with leaders as a cross-functional escalation overlayEnsure when escalation is activated:Teams operate as a single execution unitDuplicate analysis is eliminatedRoot cause is clearly establishedRisk & Issue ManagementProactively identify risks across:InfrastructureApplicationDatabaseIntegrations (EDI, messaging)Operational processesDrive mitigation plans before customer impactEscalate to executive leadership when requiredProgram Accountability & PerformanceOwn the enterprise-wide SLA scorecard across the accountEnsure:SLA adherence (incidents, requests, RCA timelines)Reduction in P1/P2 incidentsImproved MTTR and system stabilityDrive continuous improvement initiatives across all towersFinancial & Commercial OversightMaintain visibility across:Work Orders (WOs)Scope boundariesResource allocationSupport:RenewalsExpansion opportunitiesCommercial alignment with deliveryReporting & AnalyticsProduce:Operational summariesMonthly executive presentationsMonthly SLA and trend reportsQuarterly executive dashboardsEnsure:Data accuracy and consistencyClear insights into:Incident trendsEscalation patternsService performanceTeam Leadership & CoordinationLead a multi-tower delivery ecosystemEnsure:Clear roles and responsibilitiesEffective handovers and shift alignmentReadiness for audits, peak operations, and critical eventsQualifications & Experience10–12+ years in:Program ManagementManaged Services / Support leadershipStrategic account managementExperience managing:Multi-tower delivery (cross functional team experience is a must)Mission-critical systemsStrong understanding of:N4 TOSTerminal operationsSQL Server / databasesIntegrations (EDI, Kafka/AMQ)Cloud and on-prem environmentsProven ability to:Operate under pressureManage escalationsInfluence without direct authorityLeadership and team managementStrategic thinkingCommunication and negotiationRisk managementBudgeting and financial planningProblem-solving and decision-makingSuccess MeasuresSLA adherence across all terminalsReduction in business and mission critical incidentsFaster and more effective RCA deliveryStrong customer satisfaction and confidencePredictable and aligned delivery across all towersMeasurable service improvements and innovation outcomesKaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
