Customer Success Manager – Global IT Managed Services

Pune | 12–14 LPA | Enterprise European Customers

Own the customer. Understand the service. Know the commercial impact.

Customer Success at ESP is different.

We are looking for an experienced Customer Success / Service Delivery professional who has managed enterprise customers within IT Outsourcing (ITO), Managed IT Services, IT Infrastructure or B2B Technology Services.

This is not a sales, pre-sales or project management role.

You will own the operational customer relationship across a portfolio of international accounts—connecting customer expectations, contractual commitments, IT service performance and commercial outcomes.

For someone who has developed through Service Delivery, Technical Service Delivery, IT Service Management or Managed Services and wants broader ownership of international customers, this is an opportunity to operate much closer to the complete customer and commercial lifecycle.

What makes the role different?

In a large outsourcer, customer management, service operations, commercial management and billing may sit across several specialist teams and systems.

At ESP, our Customer Success Managers need to understand the whole picture.

You will know what the customer has contracted us to deliver, understand what is happening operationally, challenge performance when something is going wrong, communicate confidently with international stakeholders and understand the commercial consequences of the decisions being made.

That means being comfortable moving from a customer service review or escalation, to analysing SLA and incident performance, to challenging scope or chargeability, and then ensuring the underlying service information supports accurate billing and profitable delivery.

What you'll own

You will manage the end-to-end service relationship for assigned enterprise customers, including:

- Acting as the principal operational service-management contact for European and international customer stakeholders.
- Owning service governance, service reviews, SLA/KPI performance, escalations and customer satisfaction.
- Understanding the contracted scope, service model and commercial obligations and constructively challenging requests that fall outside them.
- Working with Service Desk, Field Services and operational teams to understand incidents, dispatches, service performance and recurring delivery issues.
- Producing and presenting meaningful service reporting,



identifying trends rather than simply reporting statistics.
- Owning Service Improvement Plans (SIP), Continuous Service Improvement (CSI) and corrective actions through to resolution.
- Translating operational issues into clear customer communications and customer requirements into actionable internal priorities.
- Supporting successful onboarding and transition of new or changed services.
- Working alongside Sales/Commercial colleagues to identify genuine account opportunities while protecting operational delivery.
- Reviewing service activity and commercial information to support billing, invoicing, P&L; accuracy, chargeability and margin protection.
- Investigating service or billing anomalies and ensuring the underlying operational data is accurate.
- Building strong internal relationships so that customer commitments translate into effective operational action.

The experience we're looking for

The strongest candidates will bring 3+ years' experience owning enterprise customers or customer-facing service delivery within one or more of the following:

IT Outsourcing (ITO) | Managed IT Services | IT Infrastructure Services | IT Service Management (ITSM) | End User Computing (EUC) | Service Desk | Field Services | Network/Telecom Managed Services

You should be able to demonstrate experience of:

- Managing enterprise B2B customers, ideally European, UK or other international accounts.
- Operating in a contracted managed-service environment with SLAs and KPIs.
- Leading customer service reviews, governance meetings and escalations.
- Understanding incident management, service requests, dispatch/work-order activity and operational service performance.
- Reading and challenging a contract, statement of work or defined service scope.
- Identifying when customer requirements are in scope, out of scope or potentially chargeable.
- Managing SIP/CSI/service improvement activity.
- Working with commercial information such as P&L;, billing, invoice inputs, chargeable activity, cost or margin.




- Producing accurate service reports and using Excel/data to investigate discrepancies.
- Communicating confidently in qualified written and spoken English with European/international customer stakeholders.

ITIL knowledge or certification is strongly preferred.

Who is likely to succeed?

You may currently be a:

Service Delivery Manager | Technical Service Delivery Manager | IT Service Manager | Customer Success Manager – Managed Services | Customer Service Manager | Client Service Manager | Service Account Manager | Service Management Consultant | Service Relationship Manager | Service Operations Manager

You may also come from a B2B telecommunications or network managed-services environment if you have owned enterprise customers, contracted SLAs, operational service delivery and commercial/billing activity.

What matters more than your current title is whether you can demonstrate the combination of:

Customer ownership + Service delivery + Commercial awareness + Operational detail.

This role is unlikely to suit someone whose experience has been primarily SaaS customer adoption, sales/account management, pre-sales, project management or relationship management without operational managed-service ownership.

Why ESP?

ESP Global Services delivers IT infrastructure support in more than 150 countries, combining global field services, end-user computing, service desk and specialist operational support.

Our scale gives our people something that can be harder to find in the largest outsourcers: visibility and ownership.

You are not restricted to one narrow part of the customer lifecycle. You can see how the service is delivered, influence the teams delivering it, understand its commercial performance and directly affect the experience of international customers.

For someone developing from Service Delivery into broader Customer Success leadership, that creates exposure across operations, commercial management, customer strategy and global service delivery.

We support learning and professional development and provide access to structured development resources to help employees deepen their expertise or progress into broader roles.

ESP Global Services is an equal opportunity employer. We value different backgrounds, experiences and perspectives and select people based on the skills and capabilities required to succeed.

Location: Pune
Salary: 12–14 LPA
Working model: [insert actual onsite/hybrid requirement]

📌 Customer Success Manager, Pune India
🏢 ESP Global Services
📍 India