Senior Manager - CS Practice

Roles and Responsibility

Strong analytical and problem-solving capabilities

Deep understanding of CSL, SLA, and KPI governance and delivery

Excellent English communication with strong articulation skills

Define metrics and targets across roles and functions based on business goals

Establish tracking mechanisms and MIS tools for goals, metrics, and performance data

Partner with cross-functional teams to design and execute frameworks, workflows, process maps, and action plans

Implement robust governance, audit, and control mechanisms

Identify opportunities within existing accounts and drive actionable improvements to enhance business outcomes

Lead internal governance rhythms, including best-practice sharing and practice forums, to strengthen adherence to the governance model

Evaluate and deploy automation and process transformation opportunities to improve efficiency and scalability

Review, validate, and refine solutions, alliances, and service offerings to improve overall solution effectiveness

Review and red-line SOWs and MSAs to ensure alignment with agreed scope and commercials

Engage, negotiate, and collaborate effectively with clients and internal stakeholders to influence decisions and drive business results