About the Role
We are seeking a proactive and customer-centric Customer Delivery Manager to oversee service delivery operations and drive long-term customer success. This role acts as the key bridge between customers, operations, and internal stakeholders to ensure service excellence, operational stability, and account growth.
The ideal candidate is commercially aware, operationally strong, and passionate about building trusted customer relationships while driving continuous improvement.
Key Responsibilities
Customer Service Delivery & Operations
- Manage day-to-day service delivery operations and ensure agreed service levels and commitments are consistently achieved
- Act as the primary point of coordination for customer escalations, service incidents, and operational requests
- Lead issue resolution efforts and collaborate with cross-functional teams to ensure timely recovery and minimal business impact
- Drive operational excellence by ensuring responsiveness, accountability, and service quality across all managed accounts
Customer Success & Relationship Management
- Build strong customer relationships and act as a trusted advisor to key stakeholders
- Support Total Customer Experience initiatives and achieve customer satisfaction targets
- Develop, maintain, and continuously improve Customer Success Plans aligned with customer business objectives
- Conduct regular service and value review meetings, presenting operational performance, KPIs, achievements, and improvement initiatives
Performance Monitoring & Continuous Improvement
- Monitor service performance trends, customer feedback, and operational metrics to identify recurring issues and areas for improvement
- Drive root cause analysis and corrective actions with relevant internal teams to prevent repeated incidents
- Transform reactive support models into proactive service management through data-driven insights and continuous improvement initiatives
- Convert operational reporting and KPIs into actionable business recommendations and strategic value for customers
Financial & Commercial Management
- Manage the financial health of customer accounts by monitoring profitability, service costs, and operational efficiency
- Develop recovery and optimization plans for underperforming accounts to improve service and financial outcomes
- Generate cost and revenue projections to support forecasting and Flash reporting cycles
- Identify opportunities to improve margins, reduce inefficiencies, and enhance overall account performance
Business Growth Support
- Identify upsell and cross-sell opportunities through customer engagement and operational insights
- Collaborate closely with Sales teams to support account growth and business expansion opportunities
What We're Looking For
- Experience in customer delivery, service management, account management, or customer success roles
- Strong stakeholder management and communication skills
- Analytical mindset with the ability to interpret operational and financial data
- Proven ability to manage escalations and drive resolution in a fast-paced environment
- Commercial awareness with a customer-first approach
- Strong problem-solving, planning, and organizational skills
- Strong technical knowledge for printers
