Senior Customer Implementation Specialist
Summary
Senior implementation lead managing complex customer deployments and service delivery processes using ITIL framework, mentoring junior specialists and balancing team resources across customer segments. Role requires data analytics expertise (Power BI/Tableau) to measure delivery performance and drive strategic improvements.
About Our Client
Are you a proven leader in Service Delivery or Customer Success, ready to define and architect the processes that drive organizational efficiency?
We are looking for a Senior Implementation Lead to strategically manage complex, high-stakes implementations, mitigate systemic risks, and mentor the next generation of implementation specialists. Your focus will be on leveraging the ITIL framework to achieve world-class service delivery.
Responsibilities
- Exhibit a "look around the corner" strategic mindset to identify systemic delivery risks and implement robust, preventative measures across the entire service delivery methodology.
- Lead high-stakes project negotiations involving competing priorities from internal (Engineering, Finance) and external (Customer CTO/IT Director) stakeholders to align expectations and ensure expedited revenue realization.
- Utilize an advanced understanding of the ITIL framework to identify areas for continuous improvement and architect consistent, high-quality delivery methodologies across all product lines.
- Take full accountability for the overall team resource balancing, ensuring balanced workloads and smooth execution across all customer segments.
- Leverage advanced proficiency in data analytics tools (e.g., Power BI, Tableau) to analyze delivery bottlenecks, measure RFT/OTIF performance, and drive strategic improvements.
Requirements
- 6+ years of extensive experience in Service Delivery, Program Management, or Customer Success leadership within the technology sector.
- Proven ability to manage complex, multi-functional stakeholder alignment and drive organizational process change.
- Expert capability in using data analytics tools to measure and optimize delivery performance.
- Demonstrated ability to mentor junior team members and manage high-level team workloads.
Ready to elevate your career? Apply now!
Please submit your CV and a brief cover letter detailing your relevant Service Desk experience and English proficiency
Note: Our team will only reach out to you if your application is selected for further consideration.