Senior Manager - Delivery & Customer Success

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