Customer Success Manager
Core
Lead a multidisciplinary Service Management team to deliver and govern ITIL-aligned IT services for a government client, ensuring contractual obligations and continuous improvement.
Role type
Senior IC Customer Success Manager (Managed Services)
Builds
ITIL-aligned IT services and service management processes
Domain
Government sector, IT Managed Services
Deliverable
client delivery
Required skills
ITIL practices (Change, Problem, Continual Service Improvement), team leadership, service governance, performance reporting, stakeholder management, risk identification
Preferred skills
Managed services experience, complex IT operations oversight, executive presentation skills
Technologies
ITIL framework
Responsibilities
Lead and mentor service management teams (Change, Problem, Service Improvement Coordinators/Analysts), oversee Change/Problem/CSI activities, act as escalation point for core ITIL functions, provide performance reporting and insights, drive continuous improvement initiatives, align IT services with customer strategic objectives
Seniority
Senior, hands-on IC with team leadership
