Job Description

Key Responsibilities

Customer Engagement & Communication

• Act as the primary interface toakey customer stakeholderacrossthe account

• Own all communication including:

• Service updates

• Provide updates on progress on key issues/escalations, risks, and outcomes

• Escalation handling

• Ensure consistent,accurate, andtimelymessagingacross all delivery towers

• Maintain strong relationships with:

• CustomerIT and operations teams

• Customersenior leadership and key stakeholders

• Manage expectations and ensure stakeholder satisfaction

• Vendor partners

Governance & Service Leadership

• Lead governance cadence:

• Participate inWeekly Operational Reviews

• DriveMonthly Service Reviews (MSR)

• DriveQuarterly Executive Reviews

• Maintain alignment to:

• ServiceLevelAgreements, Servicetargets

• Strategic roadmap

• Cross-terminal consistency

• Ensure all towersoperateunder:

• One plan

• One communication model

• One accountability structure

Coordination & Cross-Functional Alignment

• Coordinate activities acrosscross-functional teams

• Ensureclear ownership and accountabilityfor all customer-impacting activities

• Removesilos and misalignment across teams

• Engage relevant stakeholders (e.g.,SDMs, CSMs, SMEs) asrequired

Escalation & Incident Management (Including On-Call)

• Own the end-to-end escalation lifecycle

• Be available on-call for critical escalations (P1/P2)outside business hours

• LeadCoordination acrosscross functionalteams

• Determinewhen to activate:

• Escalation

• Ensure:

• Unified action plan across all teams

• Clear ownership and timelines

• Controlled communication to the customer

Escalation Alignment

• Work closely withleadersas a cross-functional escalation overlay

• Ensure whenescalationis activated:

• Teamsoperateas a single execution unit

• Duplicate analysis is eliminated

• Root cause is clearly established

Risk & Issue Management

• Proactivelyidentifyrisks across:

• Infrastructure

• Application

• Database

• Integrations (EDI, messaging)

• Operational processes

• Drive mitigation plans before customer impact

• Escalate to executive leadership whenrequired

Program Accountability & Performance

• Own the enterprise-wide SLA scorecardacrossthe account

• Ensure:

• SLA adherence (incidents, requests, RCA timelines)

• Reduction in P1/P2 incidents

• Improved MTTR and system stability

• Drive continuous improvement initiatives across all towers

Financial & Commercial Oversight

• Maintain visibility across:

• Work Orders (WOs)

• Scope boundaries

• Resource allocation

• Support:

• Renewals

• Expansion opportunities

• Commercial alignment with delivery

Reporting & Analytics

• Produce:

• Operational summaries

• Monthlyexecutive presentations

• MonthlySLA and trend reports

• Quarterly executive dashboards

• Ensure:

• Data accuracy and consistency

• Clear insights into:

• Incident trends

• Escalation patterns

• Service performance

Team Leadership & Coordination

• Lead a multi-tower delivery ecosystem

• Ensure:

• Clear roles and responsibilities

• Effective handovers and shift alignment

• Readiness for audits, peak operations, and critical events

Qualifications & Experience

• 10–12+ years in:

• Program Management

• Managed Services / Support leadership

• Strategic account management

• Experience managing:

• Multi-tower delivery (cross functional teamexperienceisa must)

• Mission-critical systems

• Strong understanding of:

• N4 TOS

• Terminal operations

• SQL Server / databases

• Integrations (EDI, Kafka/AMQ)

• Cloud and on-prem environments

• Proven ability to:

• Operate under pressure

• Manage escalations

• Influence without direct authority

• Leadership and team management

• Strategic thinking

• Communication and negotiation

• Risk management

• Budgeting and financial planning

• Problem-solving and decision-making

Success Measures

• SLA adherence across all terminals

• Reduction inbusiness and mission criticalincidents

• Faster and more effective RCA delivery

• Strong customer satisfaction and confidence

• Predictable and aligned delivery across all towers

• Measurable service improvements and innovation outcomes

Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.