Senior Manager Customer Success and Delivery

Itron is a global technology company. We build solutions that help utilities measure, manage and analyze energy and water. Our broad product portfolio includes electricity, gas, water and thermal energy measurement and control technology communications systems software and professional services. With thousands of employees supporting nearly 8,000 utilities in more than 100 countries, Itron empowers utilities to responsibly and efficiently manage energy and water resources.

Role Purpose

Own customer outcomes across the full lifecycle - from presales shaping and solution assurance, through services & delivery oversight, to postsales account management support and longterm value realization. Act as the accountable owner of customer success from initial deployment through adoption, retention and expansion, working closely with Sales, Services & Delivery, Product, Engineering and regional leadership so customers realize benefits, remain satisfied and continue to invest in Itron solutions over time.

Key Outcomes

This individual will oversee all strategy, planning, deployment, operations and maintenance of customer programs in Asia (Singapore, Malaysia and Indonesia and other regions). Working in partnership with Customer and Market Experience teams (CME), the Sr. Manager, Solutions Delivery will be the liaison for all customers and must be able to oversee the resources managing multiple concurrent engagements adeptly. Act as the senior customer-facing advocate within Itron, while maintaining strong relationships with utility customers and channel partners. Ensure customers achieve expected benefits across operational performance, delivery milestones and broader business transformation objectives. Proactively identify risks to customer success and coordinate cross-functional mitigation actions. Accountable for accurate and timely financial reporting for customer engagement programs.

Responsibilities

• Strategy & Planning
  Working in partnership with Sales teams, set regional customer success strategy, staffing plans, delivery roadmaps and operational engagement models translate evolving regulatory/market needs into practical service plans. Develops and delivers mid to long term innovative strategies targeting increased account revenue and margin growth.

• PreSales & Solution Assurance
  Enable Sales team by engaging early with customers to shape opportunities embed customer success metrics and services catalogue into tender responses and proposals validate solution fit, delivery assumptions and readiness for timetovalue.

• Services & Delivery Leadership
  Provide senior oversight across multiple concurrent projects ensure alignment of expectations, contracted scope and realised outcomes escalate and resolve services related issues that threaten satisfaction or longterm value drive quality gates and firsttimeright execution. Accountable to deliver in-region programs and customer engagements with a focus on quality and customer satisfaction.

• PostSales & Value Realisation
  Support the transition from deployment to steadystate operations define and track success metrics (support, performance KPIs benefit realisation) lead renewal, expansion and upsell activities with Sales Account Management (QBR).

• Internal Alignment & Governance
  Serve as the liaison and coordination point between customers and internal Itron teams (Sales, Delivery, Product, development & Support). Maintain a programlevel dashboard (status, risks, margin, CoNQ, CSAT) and report to internal/external stakeholders. Coach and develop regional talent and contribute to APAC customer success frameworks and playbooks.

• Team Leadership
  Mentor PMs and crossfunctional teams foster an enduring matrix organisation with capacity planning and deploy sustainable work patterns across time zones. A key member of the APAC Customer Success Leadership team expected to actively contribute and participate in meetings, initiatives, decision making and represent the region, as needed.

• Commercial & P&L Stewardship
  Own services P&L inputs (utilisation, revenue, margin) with Finance support negotiation of complex contracts/change orders partner with Services Excellence & Proposals teams to standardise offerings.

• Partner & Ecosystem Enablement
  Lead improvements to APAC gotomarket with channel partners, system integrators and strategic services offerings to scale delivery and adoption.

Experience & Qualifications

Required

• Minimum 7 years implementing and managing largescale, multiphase programs/projects across crossfunctional teams.

Preferred

• 10+ years in telecommunications networks (preferably wireless) and/or enterprisescale software deployments utility domain expertise (AMI, MDMS, DERMS etc.) advantageous.

• Experience in integration and deployment of large scale IoT devices and platforms into the client's existing infrastructure.

Education

• Bachelor's or master's degree in computer science, telecommunications or electrical engineering MBA preferred equivalent experience considered.

Certifications

• PMP or Prince2 preferred.

Tools & Domain

The role spans the full Itron portfolio and is explicitly not product-specific, including:

• Smart meters and field devices (IIoT)

• Communications networks

• Head-end and meter data management systems

• Analytics, software platforms, and digital services

• Managed services and support offerings

• Microsoft Project, Office suite

• Knowledge of gas, water, and electric meter reading and distribution automation is beneficial (GIS, CIS, AMI, DERMS and related utility systems desirable)

Travel & Work Environment

• 10-50% travel across ANZ & Pacific typical office environment.