DEFEND

Operations

• Own the day-to-day delivery health of Managed Services across assigned customers, ensuring SLAs, service commitments, and quality standards are consistently met
• Act as the primary operational contact and escalation point, understanding customer priorities, risks, and service concerns, and ensuring these are clearly communicated and actioned
• Monitor and report on service performance, identifying risks and opportunities to improve delivery quality and customer experience
• Lead service reviews and regular customer updates to gain clear insights and agreed actions
• Identify recurring issues, process gaps, and customer friction points, and drive service improvement in partnership with Continuous Improvement, Automation, and Service Management functions
• Collaborate across operations teams to align customer needs with delivery capability, ensuring a consistent, high-quality service experience

Operations Lead – Service Delivery