[LPS] Manager of IT Project Management

Key Responsibilities

• Manage the delivery of digital workplace services across client's end user environments, ensuring alignment with SLAs, XLAs and customer expectations.
• Oversee the daily operations of environments, including asset management, incident management, change control, and problem resolution.
• Act as the primary point of contact for clients, addressing their needs, concerns, and requests promptly and professionally.
• Proactively identify issues and work with the respective teams to resolve incidents and perform root cause analysis.
• Collaborate with IT Innovation and Governance team to drive adoption towards AI-assisted service delivery model for cost efficiency.
• Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics.
• Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally.
• Coordinate with internal teams to ensure service adjustments meet evolving client requirements.
• Oversee resource allocation and capacity planning to ensure optimal service delivery and performance.
• Ensure resource adjustments are made in response to forecasted demand and workload trends.
• Ensure that cloud services comply with external stakeholders policies, standards, and external regulatory requirements.
• Provide detailed service delivery reports, tracking SLAs, XLAs, KPIs, and incident metrics.