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.