Operation /Service Lead

Key Responsibilities:

• Report to the Senior Manager of Service Management, serving as the main point of contact for delivering proactive and efficient service management to enterprise customers.
• Monitor and ensure Service Level Agreement (SLA) compliance, communicating commitments effectively to all operational and functional teams.
• Oversee customer reports and related materials, ensuring accuracy and timely delivery.
• Participate in the creation and management of service recovery and improvement plans to enhance service quality.
• Contribute to incident root cause analysis and conduct post-incident reviews when necessary.
• Build and maintain strong, long-term customer relationships through engagement activities such as courtesy visits, calls, and review meetings.
• Support the Project Management Team to ensure that services and projects are delivered within the agreed timelines and quality standards.

Experience:

• 7-10 years of experience in service management or related fields, with a strong focus on customer relations, service delivery, and operational efficiency.
• Based in Gurgaon, with a proven track record of working in dynamic, customer-centric environments.