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Service Delivery

• Lead and oversee the on-time, high-quality delivery of enterprise ICT projects (Connectivity, Cybersecurity, Cloud, and other ICT services).
• Develop and standardize project management frameworks for enterprise solution delivery.
• Partner with internal teams to enable smooth execution of enterprise solution deployments.

Customer Success

• Own the post-sales lifecycle for enterprise accounts, ensuring adoption, retention, and satisfaction.
• Conduct Quarterly Business Reviews (QBRs) with enterprise clients to track progress and reinforce delivered value.
• Create, implement and maintain customer onboarding, engagement, and churn-reduction playbooks.
• Identify opportunities for upselling and cross-selling ICT solutions
• Collaborate closely with enterprise sales for smooth handoffs and joint client engagement.

Leadership

• Manage and mentor Service Delivery & Customer Success team members
• Define KPIs to monitor delivery performance, customer health scores, and engagement outcomes.
• Build and champion a customer-first culture within the enterprise business unit.

• Bachelor’s degree in Business, Engineering, Computer Science, or related field.
• Minimum 5 years of proven experience in a senior role leading customer success and/or service delivery for enterprise ICT, telecom, or technology companies.
• Solid understanding of ICT solutions, particularly Connectivity, Cybersecurity, Cloud, and enterprise SaaS products.
• Experience in enterprise project delivery, account management, and customer success strategies.
• Excellent communication and presentation skills; fluency in English is required.
• Strong stakeholder management skills with the ability to engage clients’ senior management.
• Familiarity with customer success tools, CRM systems, and project management practices. Certifications are a plus!
• Analytical and structured approach, with experience in customer health metrics and success dashboards.
• Ability to thrive in a fast-paced, evolving environment.
• Proven leadership and mentoring capabilities to build high-performing teams.