• Oversee service delivery operations for assigned Customers, ensuring high-quality service and customer satisfaction through implementing and routinely refining policies, standards, and procedures. • Monitor ticket interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction. • Establish relationships with key customers and stakeholders, and resolve customer escalations effectively and in a timely manner. • Collaborate with internal departments to exceed customer expectations, using feedback to enhance service delivery processes. • Lead renewal discussions with customers and manage the renewal process through completion. • Ensure continuous improvement through analysis, reviews, automations, competence building, and suggesting organizational changes. • Provide advanced investigations and resolution of incidents, identify trends, and review tickets prior to escalation to Microsoft and/or high-level internal resources. • May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships. • May assist in recruitment processes, maintaining the service documentation, and developing staff training plans to meet department goals. • Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.