RESPONSIBILITIES:
Build trusted, strategic relationships with client stakeholders through proactive engagement, transparent communication, and consistent delivery of value.
Lead client lifecycle activities, including onboarding, regular check-ins, and monthly and quarterly business reviews to ensure alignment on services goals, initiatives, and expectations.
Serve as the primary client escalation point, coordinate with technical teams to resolve issues, manage incidents, and maintain transparent communication during outages or critical events.
Maintain accurate, centralized client documentation and deep knowledge of each client’s agreements, services, configurations, compliance needs, and operational requirements.
Monitor KPIs, SLAs, service trends, and ticket/project activity to identify risks, drive improvements, and ensure commitments are met or exceeded.
Collaborate with architects and technical leads to develop technology roadmaps to support client growth, governance, and long-term strategy.
Identify opportunities for service enhancements, optimizations, and account growth; support renewals by demonstrating value and aligning services to evolving needs.
Conduct billing and retainer usage reviews, ensuring accuracy of time entries, transparency on consumption, and proactive communication around overages or underutilization.
Champion the client’s voice within PTP,



advocating for feature requests, service enhancements, and continuous improvement across delivery teams.
Uphold PTP’s mission and values through professional conduct, client advocacy, and commitment to elevating service standards.
Other duties as assigned by management.

WORK SCHEDULE:
1. Standard business hours with some flexibility required to accommodate client needs across time zones.
2. Occasional evening, weekend, or holiday hours may be required during critical client incidents or escalations.

QUALIFICATIONS:
Education and Training
1. Bachelor’s degree in business, Information Technology, or a related discipline; equivalent professional experience will also be considered
2. Minimum 3–5 years of experience in project management, client success, account management, or IT service delivery, preferably in a managed services environment, including any of the following:
a. Experience with ITIL frameworks and service management best practices.
b. Experience facilitating executive-level business reviews and strategic planning sessions.
c. Demonstrated ability to manage projects, contract renewals, upsell opportunities, and account growth.
3. ITIL Foundation certification preferred; PMP or similar project management certification a plus.

📌 Service Delivery Manager (Karnataka)
🏢 Stratogent
📍 Karnataka