1 of 1 Remote Infrastructure Management Jobs in Reading

in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements. MAIN DUTIES AND RESPONSIBILITES: Client Relationship Management Serve as the primary point of contact for assigned clients regarding service delivery matters. Conduct regular service reviews, ensuring SLAs, KPIs, and satisfaction metrics … resolution times, availability, etc.). Work with internal teams (e.g., NOC, Helpdesk, Projects) to ensure coordinated and high-quality service. Own incident and problem management processes for critical or recurring issues. Process & Continuous Improvement Identify service delivery gaps and lead initiatives to optimize operational processes. Ensure compliance with ITIL … practices and documentation standards. Contribute to change and release management planning in coordination with technical teams. Escalation & Risk Management Act as the escalation point for client issues and drive resolution in collaboration with internal stakeholders. Identify service delivery risks and proactively mitigate them. Reporting & Analysis Deliver regular service More ❯