• Lead high-performing distributed delivery teams, fostering a culture of excellence, accountability, and collaboration. • Act as the operational bridge between onshore stakeholders and offshore development teams, ensuring clear communication and cohesive execution. • Provide mentorship and guidance to delivery leaders, project managers, and engineers. • Own the end-to-end delivery of multiple concurrent client engagements, ensuring scope, budget, timeline, and quality benchmarks are consistently met. • Define and track delivery of KPIs, using data to drive decision-making and continuous improvement. • Manage project execution with a proactive risk management approach, resolving issues before impacting outcomes. • Serve as the primary client in contact for delivery-related matters, building trusted, long-term relationships through transparent communication and consistent results. • Conduct regular client check-ins and executive briefings to report on progress, blockers, and strategic opportunities.

• Du steuerst und koordinierst IT-Infrastrukturprojekte – von der Planung bis zum erfolgreichen Abschluss • Du berätst unsere Kunden und sorgst für eine reibungslose, praxisnahe Umsetzung • Du begleitest unsere Kunden strategisch bei der Weiterentwicklung ihrer IT-Landschaften • Du übernimmst Verantwortung für Neu- und Migrationsprojekte

• Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients. • Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies. • Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data. • Lead Service Delivery Management XTIUM-Client governance cadence, including regular operations reviews and SLA reporting. • Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow. • Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives. • Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables. • Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG solutions and contributing to business cases for emerging technologies. • Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management. • Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients. • Provide leadership to ensure XTIUMs portfolio of services is aligned with clients' business needs and transformation programs. • Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle. • Provide input into programs, policies, and procedures for continuous improvement of XTIUM IT managed services.

• Managing the North America Retail maintenance function across all shops, including oversight on direction, strategy, supporting workload, feedback, reviews, development, and creating and managing budgets. • Effectively managing and developing the Repairs and Maintenance team (2) to ensure they meet the needs of the business and are effective in their work • Project managing maintenance project works in shops across North America. • Managing Tenders; FM providers to larger works in shops. • Overseeing external management systems, ensuring reactive calls are logged and planned maintenance is booked and organized within service level agreements across shops. • Targeting large monetary savings in yearly contracts and reactive vs planned costs. • Work closely with Finance on forecasting and budgeting for North America Retail shops. • Managing appraisal submission for maintenance CapEx works required / improvements. • Supporting the Sustainability team in using our 3rd party remote Energy Management System with monitoring and diagnostics, where applicable. • Main point of escalation for any issues with vendors and contractors. • Quarterly contractor reviews to assess quality of work, share feedback and review performance. • Contractor management; ensuring insurances, policies and standards align with company requirements and ethical standards. • Reviewing Risk and Method Statements and supporting permits to work for contractors where required. • Collaborating with other teams to source sundries / store design items as needed and in accordance with Lush’s ethical purchasing standards. • Supporting larger shops and flagship locations with additional maintenance requirements and support to local teams handling day-to-day maintenance. • Visiting shops and buildings across North America to carry out maintenance checks and provide support. • Continuously supporting and guiding shops, buildings and and support teams, promoting a culture of accountability and continuous improvement • Supporting core Lush sustainability goals through collaboration with the Earthcare team, including working to reduce energy and water waste, improve efficiency, decarbonize operations and support regenerative and circular materials systems.