Strategic Cloud Customer Success & Delivery Leader

ALPHAEUS PTE. LTD.

Singapore

On-site

SGD 120,000 - 180,000

Full time

13 days ago

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Job summary

ALPHAEUS PTE. LTD.

in Singapore seeks a seasoned Customer Success and Service Delivery Leader to manage strategic relationships, align plans with contractual commitments, and drive adoption of cloud and enterprise technology. You will coordinate across cloud and on-prem environments, monitor performance and risks, lead major incident response, and present reviews to customers and internal stakeholders to improve outcomes.

Qualifications

Bachelor's degree in a IT/engineering/business field.
10+ years in customer success, account management, IT service delivery or enterprise operations.
5+ years leading service delivery teams or complex technology engagements.
Experience with enterprise customers across multiple markets or locations.
Strong ITSM, incident management, service improvement and escalation principles.
Experience with cloud platforms and Microsoft 365/Azure environments.
Ability to manage contractual commitments, service performance and customer expectations.
Strong stakeholder management, communication and workshop facilitation skills.
Ability to coordinate technical and non-technical teams without direct reporting authority.

Responsibilities

Manage strategic customer relationships and serve as the primary escalation point for service delivery matters.
Develop customer success and service delivery plans aligned with contractual commitments and business objectives.
Drive the adoption and effective use of cloud, workplace and enterprise technology solutions.
Coordinate engagements across cloud and on-premises environments.
Monitor service performance, operational health, risks, dependencies and agreed service levels.
Manage major incidents and escalations, ensuring clear communication, timely remediation and appropriate follow-up.
Work with technical teams to identify and resolve service or product-related issues.
Conduct regular service reviews and present performance, risks and improvement plans to customers and internal stakeholders.
Identify opportunities to improve customer experience, operational efficiency and service outcomes.
Coordinate cross-functional teams and external partners to deliver customer programmes and technical engagements.
Support contract governance and ensure services are delivered in accordance with agreed scope and obligations.
Facilitate customer workshops, operational meetings and stakeholder discussions.
Promote continuous improvement, knowledge sharing and capability development across delivery teams.
Maintain accurate service documentation, governance records and management reports.