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CONTENTS

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