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