About The Position
Senior Client IT Manager (CITM) Role Summary The Senior Client IT Manager (CITM) is responsible for leading IT service delivery and program oversight for assigned client accounts. This role ensures consistent service performance, operational stability, and successful execution of client-related initiatives, acting as the central point of coordination across technical teams and stakeholders. Key Responsibilities IT Service Delivery Own end-to-end service delivery performance, ensuring availability, reliability, and quality of IT services. Monitor and enforce SLAs, KPIs, and contractual commitments. Lead major incident management, ensuring timely resolution and clear stakeholder communication. Oversee day-to-day operations, ensuring alignment with service management best practices (e.g., ITIL). Drive continuous service improvement initiatives to enhance performance and client satisfaction. Program Management Oversee execution of client-related programs and initiatives, ensuring alignment with business objectives. Coordinate cross-functional teams to deliver projects, enhancements, and operational changes. Track program milestones, risks, dependencies, and deliverables. Provide governance, status reporting, and executive-level updates to stakeholders. Ensure effective change management and transition activities with minimal service disruption. Experience & Qualifications 5–8 years of experience in IT service delivery, program management, or related roles. Strong understanding of IT operations and service management frameworks. Proven experience managing client-facing services and driving program execution. Ability to manage multiple workstreams in complex, fast-paced environments. Strong stakeholder management and communication skills. Core Competencies Service delivery leadership Program & execution management Client engagement & stakeholder alignment Incident & escalation management Strategic thinking with operational focus
Requirements
- 5–8 years of experience in IT service delivery, program management, or related roles.
- Strong understanding of IT operations and service management frameworks.
- Proven experience managing client-facing services and driving program execution.
- Ability to manage multiple workstreams in complex, fast-paced environments.
- Strong stakeholder management and communication skills.
Responsibilities
- Own end-to-end service delivery performance, ensuring availability, reliability, and quality of IT services.
- Monitor and enforce SLAs, KPIs, and contractual commitments.
- Lead major incident management, ensuring timely resolution and clear stakeholder communication.
- Oversee day-to-day operations, ensuring alignment with service management best practices (e.g., ITIL).
- Drive continuous service improvement initiatives to enhance performance and client satisfaction.
- Oversee execution of client-related programs and initiatives, ensuring alignment with business objectives.
- Coordinate cross-functional teams to deliver projects, enhancements, and operational changes.
- Track program milestones, risks, dependencies, and deliverables.
- Provide governance, status reporting, and executive-level updates to stakeholders.
- Ensure effective change management and transition activities with minimal service disruption.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
