PremierCTS, VP

Executive Summary

The Vice President, PremierCTS is a senior client-facing technology leader responsible for regional delivery of high-touch support, production issue management, service governance and client engagement for strategically important clients. The role provides executive oversight of client-impacting technology issues and is accountable for operational excellence, proactive communication, client experience and consistent execution of the PremierCTS service model.

Leading Client Technology Managers and operational resources within a global follow-the-sun model, the Vice President drives service quality, major incident response, problem management, client satisfaction and strategic technology partnership across assigned portfolios. The role also translates the Technology Client Engagement strategy into regional execution by strengthening client insights, standardising engagement practices, modernising tools and reporting, and embedding scalable processes that deliver measurable service and client outcomes.

Key Responsibilities

Client Relationship Management

• Act as a key member of the technology relationship team for PremierCTS clients within the region as pertains to their daily Production Support.
• Build trusted partnerships with client technology and operational stakeholders and represent the voice of the client across technology organization's.
• Lead technology service reviews, have oversight of onboarding activities and escalation management.
• Ensure delivery of clear, accurate client-facing documentation, including incident summaries, service reviews and root cause analyses.
• Operate a structured client feedback and insights approach, translating relationship intelligence, service trends and NPS feedback into clear actions and measurable improvements.

Major Incident Management & Escalation Leadership

• Provide regional leadership and oversight during critical incidents, major outages and high-priority client escalations.
• Collaborate within operational leaders
• and coordinate client impact assessment, recovery priorities and stakeholder engagement across incident-management, technology and business teams.
• Approve and oversee timely client notifications, progress updates, closure notices and root cause communications.
• Ensure material incidents and recurring issues are converted into owned corrective actions, preventive measures and long-term stability improvements.
• Lead regional day-to-day PremierCTS operations and ensure consistent execution of service standards and controls.
• Maintain resilient follow-the-sun coverage through effective resource planning, handovers and escalation arrangements.