Enterprise Service Management & Client Excellence Lead

Role Summary

The Enterprise Service Management & Client Excellence Lead is responsible for driving IT Service Management (ITSM) maturity, service excellence, and client outcomes across enterprise and multi-vendor environments. This role partners closely with clients, internal delivery teams, and vendors to improve SLA performance, customer experience (CX), operational efficiency, and service governance

The role is both strategic and hands-on, combining service transformation, stakeholder management, and people leadership to deliver measurable business outcomes.

Key Responsibilities

Service Management & Transformation

• Lead end-to-end ITSM and Enterprise Service Management transformation initiatives aligned to ITIL and ISO 20000 standards.
• Design, implement, and continuously improve service management operating models across complex, multi-vendor environments.
• Conduct service maturity assessments and advise clients on ro...