About the Role

Tarantula is seeking an experienced Senior Manager, Delivery & Customer Success to lead our global Operations & Maintenance (O&M;) function. As a member of the Senior Leadership Team, you will be responsible for service delivery, customer success, contract renewals, and operational and financial performance.

Key Responsibilities
Lead and develop the global O&M; team of approximately 20 specialists.
Ensure support and maintenance services meet SLA and customer satisfaction targets.
Act as the senior escalation point for customer issues and coordinate resolution across teams.
Build trusted relationships with customer stakeholders and lead governance discussions.
Own maintenance contract renewals, commercial negotiations, and customer retention initiatives.
Manage budgeting, forecasting, profitability, and resource utilization for the O&M; business.
Drive operational excellence through automation, AI-enabled initiatives, and continuous improvement.
Monitor service performance, risks, and business metrics while providing leadership reporting.

Qualifications




8+ years of experience in IT Services, Product Support, Application Maintenance, Software Delivery, or related fields.
Proven experience leading enterprise customer support and mission-critical service operations.
Robust background in customer success, service delivery, and operational governance.
Experience managing contract renewals, commercial negotiations, and customer relationships.
Demonstrated P&L; ownership including budgeting, forecasting, revenue management, and cost optimization.
Experience leading globally distributed teams.
Telecom industry experience preferred.

Key Skills

• Leadership and people management

• Customer relationship Management

• Service delivery and SLA management

• Escalation and incident management

• Commercial and financial acumen

• Contract negotiation and renewals

• P&L; management

• AI and automation strategy

• Risk management; decision-making

• Excellent communication skills

📌 Senior Manager, Delivery & Customer Success Hyderabad (India)
🏢 TARANTULA.NET
📍 India