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.

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.

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.

Senior Customer Success & Service Delivery Lead