Customer Success Manager

Senior Customer Success Manager – UK & Ireland We are seeking an exceptional Senior Customer Success Manager to oversee a high‑profile contract, contracts or portfolio within UK & Ireland. This pivotal role combines operational delivery, P&L management, innovation, and leadership to ensure delivery excellence, sustained growth, and client satisfaction. UK nationality and eligibility for Security Clearance is required.

Key Responsibilities P&L management: Own and manage the financial performance of the contract including revenue, profit and a proportion of delivery‑led sales and growth. Ensure sustainable profits through effective cost management, top‑line growth, and operational efficiencies. Delivery excellence: Oversee end‑to‑end service delivery across IT infrastructure and application programmes, projects and operational delivery to meet or exceed time, cost, and quality performance.

Drive adherence to SLAs, ensuring consistent achievement of agreed performance metrics. Champion delivery innovation to enhance client outcomes and drive operational improvement. Client engagement and growth: Serve as the primary interface with client stakeholders, building and maintaining trusted relationships.

Identify opportunities for account growth, developing and executing strategic expansion plans. Collaborate with cross‑functional teams to propose tailored, value‑driven solutions to client challenges. Leadership and team management: Lead, mentor, and inspire a high‑performing delivery team, fostering a culture of accountability, excellence, and innovation.

Ensure the development and retention of key talent. Innovation and strategic contribution: Introduce best practices and innovative approaches to enhance service delivery and align with client needs. Act as a thought leader, bringing insights and expertise to client discussions and contributing to broader company strategies.

Requirements Proven track record managing large‑scale contracts ($50m+). Extensive experience delivering complex ITO and Applications programmes to time, cost, and quality standards. Strong P&L management skills with demonstrated success in driving profitability and financial performance.

Expertise in achieving service performance and fostering delivery excellence. Strategic thinker able to identify growth opportunities and develop actionable plans. Exceptional stakeholder management and relationship‑building skills, client‑first mindset.

Strong leadership skills with a history of building and managing high‑performing teams. UK nationality and eligibility for Security Clearance. Desirable Experience driving innovation in service delivery for public sector clients or significant commercial customers.

Familiarity with public sector and major corporate procurement, commercials and contracts. Understanding of IT and applications modernization trends and innovation across multiple industry sectors. MBA or equivalent experience.

Industry‑recognised credentials in IT infrastructure, programme or project management. #J-18808-Ljbffr