As DRE operations leader within GTS you are responsible for managing service levels, quality, (internal) client needs and expectations, relations, experience, satisfaction, and promoting client adoption of DRE transformations. You will serve as a singular point of leadership for clients, aiding them derive maximum value from the DRE setup

** This role is supporting clients both on our traditional and cloud AaS database platforms, so the individual will have to demonstrate a technology affinity to be successful herein **

Overall Responsibilities include:

- Build, manage, drive client relations and satisfaction across defined perimeters

- Lead ITIL processes in DRE

o Change: Act as process officer, prepare & lead change management boards

o Incidents: Manage P0/P1/P2 incidents (communication, decision making during troubleshooting, escalation, perform RCAs and publish postmortems)

o Problems: track & report progress

- Define, plan, and manage service roadmaps for perimeter in line with client needs and DRE transformation

- Work with clients, chapters to continually evolve service model, per strategic / client needs and industry changes

- Serve as the primary point of client contact for service levels and issues - traditional and cloud

- Help address client requests, escalations, issues etc., and proactively head off negative service trends

- Voice of the client: Summarize, provide critical analysis to top client issues – plan, implement improvements adhoc and across review cycles

- Drive promotion, adoption of GTS (infrastructure) strategy across clients (open source, DRE AaS platform etc.)

- Responsible for quality of service and service level performance promised by DRE team, including tracking,

reviewing, and reporting to clients and management

- Engage closely with PMO, chapters, and clients around delivery of relevant projects per CSLAs / contracts

- Create, update, maintain relevant service delivery management documentation

- Track, review, and report achievements around relevant perimeter to client and management

- Responsible for working with clients, chapters to continually innovate and optimize across perimeter

- Oversee of incidents, requests, problems, changes, and platform services – in close alignment with chapters

- Review, report on operational and service KPIs across perimeter; engage closely with chapters to address

- Communicate, follow-up on service interruptions, RCAs, action plans, trends and analysis, issues etc.

- Engage with stakeholders to drive security and audit compliance, reviews, reporting, and follow-up actions

- Review, analyze, report, and follow-up around areas of problem, incident / RCA, change, service request, service level metrics, security management, audit readiness, obsolescence mgmt., contract mgmt., license and inventory mgmt., financial mgmt., operational trending analysis, etc. - ensuring service delivery per commitments / CSLAs