SLA Governance & Compliance: Define and enforce SLA frameworks, ensuring adherence to response time, MTTR, and service availability commitments.
Performance & Continuous Improvement: Drive service improvement initiatives based on analytics, focusing on MTTR reduction, CSAT enhancement, and operational efficiency.
Cross Functional Collaboration: Work closely with Sales, Product, Engineering, and NetCo teams to align delivery feasibility, technical design, and customer commitments.
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Analyze market data and competitor offerings to support new product requests, ensuring pricing, marketing strategies, and overall benefits align with customer needs.
Communicate effectively with Asia Pacific regions and global counterparts, including headquarters, EMEA, and America, to capture market insights and ensure regional requirements are reflected in global product scopes.
Work with sales, marketing, and content development teams to implement effective strategies and ensure a unified vision for product development.
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