Strategic Customer Success Leader – Tech Services

Capita plc; Belfast City District; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Hybrid Belfast - Hillview House

Competitive salary and bonus

23 days' holiday pro rata

Volunteer day with charity

Family leave policies

Pension, life assurance and more

Job summary

Capita plc in Belfast (Hybrid) is seeking two commercially minded Customer Success Managers to own strategic client relationships, influence delivery across Capita AiTO, and drive value from technology services. You will act as a trusted advisor, improving service performance and enabling long-term customer success.

Based in Northern Ireland with travel to Capita sites as needed, you will manage relationships across the full lifecycle, lead reviews, monitor performance, and drive continuous

Qualifications

• Experience in customer success, service delivery, account management or technology services.
• Strong stakeholder management, communication and influencing skills.
• Experience managing customer relationships in a complex technology environment.
• Experience with KPIs, SLAs, governance and service reporting.
• Knowledge of ITIL/ITSM, cloud, infrastructure or digital services.
• Track record of driving continuous improvement and customer outcomes.
• Commercial awareness with risk and escalation experience.

Responsibilities

• Manage customer relationships across the full-service lifecycle.
• Lead service reviews, governance meetings and customer forums.
• Monitor KPIs, SLAs, customer satisfaction and service performance.
• Drive continuous service improvement, optimisation and automation.
• Support onboarding, service transitions and transformation programmes.
• Manage risks, issues, escalations and compliance requirements.
• Own operational, commercial, finance and technical teams.
• Monitor cost-to-deliver and identify efficiency opportunities.
• Support customer retention, contract renewals and growth opportunities.

Skills

Customer success

Service delivery

Account management

Client relationship management

Managed services

Technology services

Stakeholder management

Communication

Influencing

KPIs / SLAs reporting

Risk and escalation management

Commercial awareness

Job description

Capita plc in Belfast (Hybrid) is seeking two commercially minded Customer Success Managers to own strategic client relationships, influence delivery across Capita AiTO, and drive value from technology services. You will act as a trusted advisor, improving service performance and enabling long-term customer success.

Based in Northern Ireland with travel to Capita sites as needed, you will manage relationships across the full lifecycle, lead reviews, monitor performance, and drive continuous