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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing strategic contracts and service delivery, ensuring compliance with SLAs and KPIs while fostering executive relationships with clients. Capable of leading cross-functional teams to drive continuous improvement and operational maturity in managed services.
Highest-signal resume keywords
Contract ManagementService-Level Agreement ComplianceExecutive CommunicationRoot Cause Analysis CoordinationOperational Optimization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Indicator MonitoringCritical Incident ManagementAction Plan Execution TrackingService Improvement StrategiesGovernance Standardization
Soft Skills
LeadershipCross-Team IntegrationClient Relationship ManagementRisk MitigationPresentation Skills
Tools & Technologies
DashboardsExecutive Reports
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
Managed ServicesOperational HealthContinuous ImprovementContractual RequirementsService Delivery
About the role
Key responsibilities & impact- Manage strategic contracts and clients
- Ensure compliance with SLAs, KPIs, and contractual requirements
- Lead executive meetings and monitor performance indicators
- Lead critical incidents, escalations, and improvement plans
- Promote cross-team integration, risk mitigation, and continuous service improvement
- Serve as the primary executive point of contact for strategic clients
- Coordinate Support, TAM, CSAM, PMO, and other teams involved in service delivery
- Monitor clients’ operational and contractual health
- Coordinate root cause analyses and corrective and preventive actions
- Prepare and present dashboards, executive reports, and performance indicators to clients and senior leadership
- Support contract retention, expansion, and evolution strategies
- Identify opportunities for optimization, automation, and service expansion
- Contribute to standardizing governance and increasing the operational maturity of managed services
Requirements
What you’ll need- Own the governance of strategic contracts and managed services delivered to Solo’s key clients
- Develop executive relationships with strategic clients, serving as the primary point of contact for service delivery matters
- Ensure compliance with service-level agreements (SLAs), operational performance indicators (KPIs), and contractual requirements
- Coordinate the teams involved in service delivery, promoting integration among Support, TAM, CSAM, PMO, and other teams
- Lead executive and operational meetings, presenting indicators, results, risks, action plans, and opportunities for service improvement
- Monitor clients’ operational and contractual health, identifying risks, deviations, and continuous improvement opportunities
- Lead the management of critical incidents, escalations, and operational crises, ensuring executive communication and timely resolution
- Coordinate root cause analyses (RCAs) and oversee the implementation of corrective and preventive actions
- Track the execution of action plans resulting from incidents, audits, service reviews, and continuous improvement initiatives
- Work with Sales, TAMs, and CSAMs to define strategies for contract retention, expansion, and evolution
- Identify opportunities for operational optimization, automation, increased efficiency, and expansion of delivered services
- Prepare and present dashboards, executive reports, and performance indicators to clients and senior leadership
- Contribute to standardizing managed services governance and advancing Solo’s operational maturity
- ITIL Foundation certification is a plus