Client Service Owner

The Client Service Owner (CSO) is responsible for leading the delivery of contracted services for assigned accounts, ensuring operational excellence, customer satisfaction, and proactive service management. Acting as the primary point of contact for service-related matters, the CSO plays a key role in governance, reporting, and continuous improvement. The role also ensures smooth service transition into BAU, validating operational best practices, and may serve as Manager on Duty outside business hours.

Key responsibilities:

• Deliver contracted services and ensure smooth BAU transitions.
• Monitor performance, identify trends, and drive improvements.
• Build strong relationships with clients and internal teams.
• Collaborate with Account Managers and facilitate feedback-based enhancements.
• Lead operational calls, reviews, and governance sessions.
• Track and resolve critical issues; oversee SR process and reporting.
• Act as Manager on Duty, managing escalations, bridge calls, and emergency changes.
• Maintain accurate records and use data insights for continuous improvement.
• Stay current with industry trends and support revenue growth opportunities.
• Perform ad hoc tasks as required.

Required skills:

• Skilled in relationship management, stakeholder engagement, and clear communication.
• Experienced in managing multiple priorities in complex environments.
• Strong in service delivery, incident resolution, governance leadership, and reporting.
• Proficient in data analysis, problem-solving, and process documentation.
• Knowledgeable in ITIL principles, Jira, Confluence, and Microsoft 365.
• Background in service transition and operational readiness (desirable).
• Bachelor’s degree in technical/business field or equivalent industry experience.
• ITIL certification and project management training (desirable).
• Familiar with fintech and payment solutions (desirable).
• Experienced in supporting growth opportunities and cross-functional collaboration (desirable).
• Worked with global and cross-cultural teams (desirable).

Additional:

• Occasional travel to client sites or Aevi offices may be required for reviews, workshops, or service transitions.
• Participation in out-of-hours coverage as Manager on Duty, including escalations and critical incident coordination.
• Flexibility to work across different time zones to support global clients.