Roadmanager driving contact - center solutions development for innovative digital banking. Collaborating across teams and managing stakeholder engagement for successful project outcomes.
About the role
- Senior leader managing strategic customer relationships while delivering IT solutions with Roc Technologies in a hybrid role overseeing service delivery and customer satisfaction.
Responsibilities
- Build and maintain strong, senior-level customer relationships.
- Own the end-to-end success of strategic and business-critical customers.
- Ensure services meet contractual commitments, SLAs, and customer expectations.
- Lead and manage onsite service teams.
- Drive customer satisfaction, retention, and advocacy.
- Identify service risks, issues, improvement opportunities, and growth potential.
- Manage customer escalations to timely resolution.
- Report on service performance, customer health, KPIs, and SLAs.
- Collaborate cross-functionally to deliver continual service improvement.
- Contribute to account strategy, communications, and business development.
- Champion a “Our Customer, One Roc” culture and coaching mindset.
Requirements
- 5+ years’ experience in IT service management or large-scale IT service delivery.
- Strong stakeholder management, including C-suite engagement.
- Experience leading or coaching teams.
- Excellent communication, organisation, and customer-focused skills.
- Comfortable in fast-paced, high-pressure environments.
- Eligible and willing to obtain Security Clearance.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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