Senior Customer Success & Service Delivery Lead

Key Responsibilities

• Manage strategic customer relationships and serve as the primary escalation point for service delivery matters.
• Develop customer success and service delivery plans aligned with contractual commitments and business objectives.
• Drive the adoption and effective use of cloud, workplace and enterprise technology solutions.
• Coordinate engagements across cloud and on-premises environments.
• Monitor service performance, operational health, risks, dependencies and agreed service levels.
• Manage major incidents and escalations, ensuring clear communication, timely remediation and appropriate follow-up.
• Work with technical teams to identify and resolve service or product-related issues.
• Conduct regular service reviews and present performance, risks and improvement plans to customers and internal stakeholders.
• Identify opportunities to improve customer experience, operational efficiency and service outcomes.
• Coordinate cross-functional teams and external partners to deliver customer programmes and technical engagements.
• Support contract governance and ensure services are delivered in accordance with agreed scope and obligations.
• Facilitate customer workshops, operational meetings and stakeholder discussions.
• Promote continuous improvement, knowledge sharing and capability development across delivery teams.
• Maintain accurate service documentation, governance records and management reports.

Requirements

• Bachelor's degree in Information Technology, Engineering, Business Management or a related discipline.
• At least 10 years of relevant experience in customer success, account management, IT service delivery, technical support or enterprise operations.
• At least 5 years of experience leading service delivery teams, customer accounts or complex technology engagements.
• Experience supporting enterprise customers across multiple stakeholders, markets or geographic locations.
• Strong understanding of IT service management, incident management, service improvement and escalation processes.
• Experience working with cloud platforms, Microsoft 365, Azure or similar enterprise technology environments.
• Demonstrated ability to manage contractual commitments, service performance and customer expectations.
• Strong stakeholder management, communication, presentation and workshop-facilitation skills.
• Ability to coordinate technical and non-technical teams without direct reporting authority.
• Strong analytical, problem-solving and service recovery capabilities.
• Able to operate effectively in a fast-paced and customer-facing environment.

Preferred Qualifications

• ITIL Foundation certification or higher.
• PRINCE2, PMP or an equivalent project-management certification.
• COBIT or a related IT governance certification.
• Microsoft certifications in cloud, Microsoft 365, security, compliance, identity or artificial intelligence.
• Experience in customer success or service delivery within a global technology organisation.
• Familiarity with AI-enabled solutions, data privacy and security compliance.