Senior Manager - Delivery & Customer Success
Description
Senior Manager, Delivery & Customer Success
Location: Flexible / Hybrid | Reports To: CEO | Department: Operations & Customer Success
About the Role:
Tarantula is seeking an experienced Senior Manager, Delivery & Customer Success to lead our global Operations & Maintenance (O&M) function. As a member of the Senior Leadership Team, you will be responsible for service delivery, customer success, contract renewals, and operational and financial performance.
Key Responsibilities:
- Lead and develop the global O&M team of approximately 20 professionals.
- Ensure support and maintenance services meet SLA and customer satisfaction targets.
- Act as the senior escalation point for customer issues and coordinate resolution across teams.
- Build trusted relationships with customer stakeholders and lead governance discussions.
- Own maintenance contract renewals, commercial negotiations, and customer retention initiatives.
- Manage budgeting, forecasting, profitability, and resource utilization for the O&M business.
- Drive operational excellence through automation, AI-enabled initiatives, and continuous improvement.
- Monitor service performance, risks, and business metrics while providing leadership reporting.
Qualifications:
- 8+ years of experience in IT Services, Product Support, Application Maintenance, Software Delivery, or related fields.
- Proven experience leading enterprise customer support and mission-critical service operations.
- Strong background in customer success, service delivery, and operational governance.
- Experience managing contract renewals, commercial negotiations, and customer relationships.
- Demonstrated P&L ownership including budgeting, forecasting, revenue management, and cost optimization.
- Experience leading globally distributed teams.
- Telecom industry experience preferred.
- Experience leveraging AI and automation to improve operational efficiency is an asset.
Key Skills:
- Leadership and people management
- Customer relationship Management
- Service delivery and SLA management
- Escalation and incident management
- Commercial and financial acumen
- Contract negotiation and renewals
- P&L management
- AI and automation strategy
- Risk management; decision-making
- Excellent communication skills