Brief Description
Head of Customer Success
Location: Pune, India
Reporting to: VP, Customer Success
About ESP Global Services
At ESP Global Services, we deliver mission-critical IT services that keep some of the world's most complex environments running—most notably across global aviation.
Alongside our strong heritage in airports, we partner with leading IT Outsourcing (ITO) providers and enterprise organisations, extending our services into diverse sectors and customer environments worldwide. Our model blends direct customer engagement with deep partner integration—delivering as one unified service ecosystem.
Requirements
The Opportunity
We are looking for a
Head of Customer Success to lead a
diverse portfolio of customers delivered both directly and through strategic ITO partnerships.
This role goes beyond traditional service delivery. You will
own the success of partner-led engagements, ensuring that ESP delivers consistently high standards not only to our direct customers, but also to the
end customers of our ITO partners.
Operating at senior stakeholder level, you will balance
customer experience, commercial performance, and partner alignment, ensuring value is realised across the full service chain.
What You'll Be Responsible For
Customer & Partner Portfolio Leadership
- Lead service delivery across a portfolio spanning aviation customers, enterprise clients, and ITO partner ecosystems
- Own outcomes for both direct customers and partner end-customers
- Act as the senior escalation point across complex, multi-party service environments
ITO Partner Management & Integration
- Build and manage strategic relationships with ITO partners, aligning on shared service objectives
- Ensure seamless integration of ESP services within partner-led delivery models
- Drive accountability and performance across blended delivery teams (ESP + partner + suppliers)
Commercial & Financial Ownership
- Own portfolio-level P&L, ensuring profitability across both direct and partner-delivered services
- Drive cost control, efficiency, and productivity improvements across complex contracts
- Identify and unlock growth opportunities within both customer and partner accounts
Customer Strategy & Service Growth
- Collaborate with customers and partners to define and introduce new services
- Ensure new capabilities are effectively transitioned into live operations
- Strengthen long-term, strategic relationships at senior (Director/Board) level
Service Excellence & Standardisation
- Drive consistent Customer Success frameworks across direct and partner-led delivery models
- Lead continuous service improvement initiatives across the portfolio
- Embed governance, performance management, and best practice across all engagements
Leadership & Capability Building
- Lead, coach, and develop high-performing teams across geographies
- Build capability in managing multi-party, partner-driven service environments
- Create a culture of accountability, collaboration, and continuous improvement
Stakeholder Management
- Engage confidently with senior stakeholders across customers and partner organisations
- Collaborate cross-functionally with Sales, Operations, and Technology teams
- Represent ESP as a trusted, strategic service partner
Summary
What We're Looking For
- 8–12 years experience in IT Services, Managed Services, or MSP/ITO environments
- Proven experience managing partner-led service delivery models and ecosystems
- Strong commercial acumen with demonstrable P&L ownership
- Experience operating across complex, multi-customer and multi-region portfolios
- Deep understanding of service delivery, service desk operations, and supplier management
- Ability to influence and lead within matrixed and partner-driven environments
- ITIL v4 Foundation (minimum); advanced certifications desirable
What Success Looks Like
- Strong portfolio profitability across direct and partner-led services
- High retention and satisfaction across both customers and partner ecosystems
- Effective, scalable integration of ESP services within ITO delivery models
- Consistent, standardised Customer Success practices globally
- High-performing teams operating seamlessly across organisational boundaries
Why Join ESP
- Play a key role in a global organisation with deep roots in aviation and expanding enterprise reach
- Lead within a partner-centric delivery model, working alongside major ITO providers
- Shape how Customer Success operates across complex, multi-party environments
- Drive impact at scale across global customers and critical services
- ESP Global Services is an equal opportunity employer.
