(LPS) Advisory Engineer, Services Delivery

Service Delivery & SLA Governance Own day-to-day delivery of all contracted IT and infrastructure services, ensuring consistent compliance with SLAs, OLAs, and KPIs. Monitor, report, and act on service performance metrics (e.g., availability, MTTR, MTTA, ticket aging, first-time fix rate). Lead internal and customer-facing service review meetings (weekly operational, monthly business reviews) with data-driven insights and clear action plans. Identify SLA risks early and drive remediation to prevent breaches; escalate commercial implications where necessary. Incident & Problem Management Serve as the primary escalation point for major incidents and service disruptions; coordinate cross-functional response and customer communications. Ensure timely, high-quality root cause analysis (RCA) and implementation of preventive actions to reduce repeat incidents. Maintain and continuously improve incident runbooks, escalation paths, and operational playbooks. Customer Satisfaction & Relationship Management Act as a trusted operational partner to the client’s technical and business stakeholders; proactively manage expectations and service perception. Drive initiatives to enhance customer experience (CX), including feedback loops, satisfaction surveys (CSAT/NPS), and service improvement plans (SIP). Partner with the Account Team to identify opportunities for service expansion or value-added offerings. Operational Excellence & Continuous Improvement Standardize and optimize operational processes (change, problem, capacity, availability management) aligned with ITIL best practices. Champion automation, tooling enhancements, and knowledge management to improve efficiency and reduce manual effort. Ensure operational readiness for new services, transitions, or scope changes—including documentation, training, and monitoring integration. Team & Vendor Leadership Lead and develop a high-performing operations team (onshore/offshore), fostering accountability, capability, and a customer-first mindset. Govern third-party vendors and subcontractors against contractual obligations, performance standards, and quality expectations. Collaborate with HR and Finance on resourcing, budgeting, and cost-to-serve optimization. #LPS