IT Business Partner – Service Delivery & Operations
POSITION SUMMARY
The Business Partner serves as the primary relationship owner and operational leader for a dedicated IT account. This role combines the strategic responsibilities of an Account Manager with the daily oversight capabilities of an Operations Manager to ensure service excellence, client satisfaction, compliance with SLAs, and continuous improvement within the assigned IT business unit.
The role acts as the client’s trusted advisor while ensuring internal teams are enabled, aligned, and operating efficiently under client and company standards.
KEY RESPONSIBILITIES- CLIENT & STAKEHOLDER MANAGEMENT
- Serve as the main point of contact for clients and key stakeholders regarding service delivery, performance, escalations, and account health.
- Build and maintain strong, long-term client relationships based on trust, transparency, and proactive service.
- Conduct regular business reviews, performance meetings, and operational check-ins.
- Present insights, SLA results, root-cause analyses, and growth/recommendation plans to clients and leadership.
- Understand business needs and translate these into operational requirements, staffing needs, and service delivery strategies.
- Manage escalations promptly and professionally, ensuring issues are addressed end-to-end.
- Support contract compliance including service scope, pricing validation, and approval of invoicing details.
- OPERATIONS MANAGEMENT & SERVICE DELIVERY OVERSIGHT
- Oversee day-to-day operations for support teams delivering IT and customer services under the assigned account.
- Ensure SLA, KPI, and quality targets are consistently achieved across channels (ticketing, chat, voice, on- and off-site support, etc.).
- Monitor workloads, queues, ticket aging, and overall service health, ensuring proactive intervention.
- Coordinate with Team Leaders, BU Managers, and technical groups to assure adequate resourcing, proper shift planning, and operational continuity.
- Validate handover reports, outages, hazards, and incident communication to ensure accuracy and timeliness.
- Ensure compliance with security standards and client-specific policies.
- Support continuous service improvement initiatives by identifying operational gaps and championing efficiency projects.
- PEOPLE LEADERSHIP & PERFORMANCE MANAGEMENT
- Provide day-to-day leadership, coaching, and guidance to Support Teams through indirect or matrix management.
- Conduct coaching sessions, contribute feedback for performance reviews, and support employee engagement initiatives.
- Maintain oversight of attendance, behavior, professionalism, and policy compliance within the team.
- Assist BU Heads and Team Leaders with recruitment, onboarding, training, and capability-building programs.
- Foster a positive, accountable, customer-first team culture aligned with organizational values.
- REPORTING, ANALYSIS & CONTINUOUS IMPROVEMENT
- Create, export, analyze, and interpret operational and performance reports.
- Monitor and drive improvements in performance scores.
- Identify trends, risks, and opportunities for optimization across processes, systems, and service areas.
- Provide insights to internal leadership for strategic planning and operational refinement.
- CLIENT EXPERIENCE & QUALITY ASSURANCE
- Uphold high service standards, ensuring that every client interaction meets quality and professionalism benchmarks.
- Address and resolve client-reported issues, complaints, or quality concerns promptly.
- Ensure teams adhere to all documented processes and follow best practices in customer and technical support.
- Champion the organization’s Voice-of-Customer program, ensuring results are monitored and acted upon.
- 4–5+ years of experience managing IT or customer support operations.
- Strong account management experience with direct client-facing responsibilities.
- Proven people leadership and performance management skills.
- Strong analytical abilities with experience creating and presenting operational reports.
- Hands-on experience with omni-channel support environments.
- Excellent communication skills (written and verbal).
- Strong problem-solving capabilities and ability to work with minimal supervision.
- Experience using ITSM or CRM platforms.
- Familiarity with incident, problem, and change management processes.
- Experience with enterprise IT environments.
- Experience with service improvement programs or transformation projects.
CORE COMPETENCIES
Communication & Relationship Building
Clear, structured communicator with strong client and stakeholder engagement skills.
Operational & Time Management
Able to manage multiple tasks, prioritize effectively, and drive results in fast-paced environments.
Technical Proficiency
Comfortable with IT support workflows, ticketing systems, and cloud/service desk concepts.
Problem-Solving & Critical Thinking
Able to identify issues, escalate appropriately, and execute effective solutions.
Leadership & Collaboration
Works cross-functionally across internal teams to ensure cohesive service delivery.
Compliance & Process Discipline
Understands operational governance, quality standards, and security requirements.