Service Delivery & Customer Success Manager

Responsible for onboarding customers successfully and ensuring that the service levels committed at the point of sale are delivered, maintained, and continuously improved throughout the customer lifecycle. Key Responsibilities Manage customer onboarding, activation, and handover from Sales to Operations. Own the delivery plan, timeline, and acceptance process for each new customer. Coordinate the Sales, Presales, Technical, NOC, and Operations teams throughout delivery. Monitor SLA performance, service quality, and overall customer experience. Manage escalations and drive resolution with the relevant internal teams. Run regular service reviews and report performance to customers and management. Maintain relationships with strategic customers after activation. Identify renewal, retention, and upsell opportunities and pass them to Sales. Maintain delivery documentation, customer records, and service reports. Track root causes of recurring issues and drive corrective actions with Operations. Improve delivery processes, templates, and customer communication standards. Requirements Bachelor’s degree in Business, IT, Telecommunications, Engineering, or a related field. Minimum 5 years in enterprise service delivery, customer success, telecom, cloud, or managed services. Experience managing enterprise or government customers through onboarding and delivery. Strong understanding of SLAs, escalation management, and service reporting. Proven ability to coordinate technical and commercial teams toward a committed delivery date. Project-management experience or certification (PMP, PRINCE2, ITIL) is an advantage. Strong communication, organization, and problem-solving skills. Excellent English; Arabic preferred, Kurdish is an advantage. Willingness to travel nationally as required.