Tower Lead - Program & Project Management

About the role

The Tower Lead for Support & Operations plays a crucial role in ensuring that escalations are resolved in a timely manner, aligning with organizational standards and service level agreements. This position is integral to delivering reports and services as specified in the Statement of Work (SOW), while actively driving initiatives that enhance operational efficiency and customer satisfaction.

What you'll do

• Generate Tower Level Employee Engagement (Ee) And Employee Net (En) Revenue Through Effective Project Executive Strategies And Dmo Methodologies
• Ensure All Tasks, Responsibilities, And Escalations Are Resolved In Accordance With Agreed Sla Norms
• Oversee Operational Hygiene By Validating Reports And Ensuring Services Delivered Meet The Standards Set Forth In The Sow
• Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Relations
• Oversee And Implement The Profit Improvement Plan (Pip) Through Strategic Levers Such As Automation And Self-Driven Initiatives

What you need

• Project management
• Process improvement
• Employee engagement
• Any graduate

Good to have

• ITIL