Customer Success Manager

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. The successful candidate will drive performance, maintain commitments, and foster deep client relationships to identify and capitalize on opportunities for expansion.

Due to our clients requirements candidates are required to be UK Nationals and eligible for Security Clearance

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 a range of IT infrastructure and application programmes, projects and operational delivery, to meet or exceed time, cost, and quality performance in line with the plan as contracted.
• 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 within the team.

Innovation And Strategic Contribution

• Introduce best practices and innovative approaches to enhance service delivery and align with the client’s evolving 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 programs 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 with the ability to identify growth opportunities and develop actionable plans.
• Exceptional stakeholder management and relationship‑building skills, with a client‑first mindset.
• Strong leadership skills with a history of building and managing high‑performing teams.

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

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