Services Account Manager

• Own end-to-end IT service delivery for enterprise customers across multiple locations.
• Act as the primary point of contact (SPOC) for customer IT leadership and key stakeholders.
• Ensure consistent delivery of services aligned with contractual SLAs, KPIs, and business expectations.
• Lead weekly, monthly, and quarterly service reviews with customer leadership teams.

• Build strong relationships with customer IT teams, business leaders, plant IT managers, and commercial heads.
• Drive governance meetings and provide strategic recommendations to improve service quality and user experience.
• Present operational performance, service improvements, risks, and recommendations to senior management.

• Lead and coordinate Major Incidents, ensuring rapid restoration of services and effective stakeholder communication.
• Ensure timely management of VIP and VVIP support requirements.
• Collaborate with Infrastructure, Network, Security, Application, and Business teams to resolve critical issues.

• Champion automation and self-service initiatives to reduce repetitive tickets and improve productivity.
• Identify opportunities for process optimization and operational efficiencies.
• Drive continuous improvement programs using ITIL and ITSM best practices.

• Lead geographically distributed Service Desk, Desktop Support, and Field Engineering teams.
• Build a high-performance culture through coaching, training, mentoring, and succession planning.
• Ensure resource availability and business continuity during planned and unplanned situations.

• Prepare and present Monthly and Quarterly Business Reviews (MBR/QBR).
• Track service performance through SLA, AHT, FCR, availability, incident trends, and customer satisfaction metrics.
• Drive compliance, process adherence, and operational excellence across service functions.

• Strong experience in IT Service Delivery, IT Operations, Managed Services, or Program Management.
• Deep understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.
• Experience managing Service Desk and End User Computing (EUC) environments.
• Knowledge of:
• Windows Migration

• BitLocker
• DLP Solutions

• Good understanding of Network Infrastructure including Switches, Routers, Firewalls, and MPLS.

• Strong customer-facing and stakeholder management capabilities.
• Excellent communication, presentation, and governance skills.
• Ability to lead cross-functional teams during high-pressure situations.
• Proven track record of driving operational transformation and service improvements.

• 12+ years of relevant experience.
• This job require 6 days work week.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.