O 15-20 years of experience in handling Service Delivery, Program management and client relationship for the Region. - Responsible for regional service delivery and managing regional team that provides on-going support and business as usual activities to Client. - Own all metrics and KPIs for the region - Acts as Region level point of escalation - Partake in Monthly / Weekly business reviews - Liaise with Horizontal leads for implementing transformation projects of Proof of concepts. - Primary SPOC for client stakeholders for the region - Responsible for regional resource and service readiness for the region assigned - Reviews strategically the customer satisfaction with the services offered, focus on net promoter scores, CSAT and XLA at any level global, regions and markets - developing and implementing service standards and procedures for the service delivery team for the region. - acting as a point of contact for complaints and escalating issues as appropriate - Supervising other members of the service delivery team. - Maintaining customer relationships and improving response and delivery times. - acting as a point of contact for complaints and escalating issues as appropriate - The ability to communicate confidently - both through speaking and writing - with colleagues and clients from all levels of an organization - Self-motivation - A level of creativity when it comes to thinking of new sales opportunities - Resilience - The ability to research and keep on top of developments in the industry (an interest in the industry will help) - Commercial awareness. Skills and Qualifications - Master’s degree in business administration, Computers Engineering or related field - Exceptional leadership, time management, facilitation, and organizational skills - Working knowledge of digital marketing - Outstanding working knowledge of change/Demand management principles and performance evaluation processes Preferred Qualifications - Master’s degree in business administration or related field - Previous stakeholder management skills - PMP Certification Knowledge, Skills, and Abilities: Understanding of Six Sigma, ITIL principles and Agile methodology, Microsoft Office products i.e.: Word, Excel, Power Point presentation, and strong understanding of IT Technology latest trends, Automation, AIML Concepts Job Types: Full-time, Permanent Salary: From €60,000.00 per year