Service governance & performance: Lead monthly or quarterly Service Management Meetings with Corporate clients and to review SLA performance, service quality, and recurring issues. * Escalation ownership: Act as the primary service escalation owner for live accounts, coordinating resolution paths with Service & Operations and internal stakeholders after the initial project phase. * Stakeholder synergy: Maintain a close partnership with Account/Partner Managers, ensuring clear boundaries where they retain ownership of commercial, contractual, and pricing discussions.
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