Strategic Senior Customer Delivery Manager – IT Service Delivery & Client Success Lead Driving Digital Transformation for Global Enterprises at brighthush

About brighthush

brighthush is a trailblazer in the digital services arena, empowering organizations worldwide to navigate the complexities of the modern technology landscape. With a robust portfolio that spans cloud migration, data analytics, cybersecurity, and managed services, we partner with Fortune 500 companies, fast‑growth startups, and public sector leaders to architect and execute transformative IT strategies. Our culture is rooted in collaboration, continuous learning, and an unwavering commitment to delivering measurable customer value. We believe that the most impactful outcomes arise when technology is seamlessly aligned with business strategy, and we are seeking a visionary leader to champion this mission.

Role Overview

As the Senior Customer Delivery Manager at brighthush, you will serve as the pivotal bridge between our delivery teams and the executive leadership of our clients. You will own the end‑to‑end delivery of a portfolio of IT services, ensuring that contractual obligations are not only met but consistently exceeded. Your strategic influence will shape the direction of the account, drive operational excellence, and cultivate a high‑performing, customer‑centric delivery organization.

Key Responsibilities

Delivery Leadership & Governance

• Own the full lifecycle of service delivery for one or more client accounts, guaranteeing that promised outcomes are consistently achieved and that service levels surpass industry benchmarks.
• Implement and refine governance frameworks that align cross‑functional teams, partners, and suppliers to a unified delivery cadence, fostering transparency and accountability.
• Lead performance reviews, root‑cause analyses, and continuous improvement initiatives to elevate service quality and operational efficiency, driving measurable KPI improvements.
• Develop and present comprehensive service reports, dashboards, and executive briefings that translate data into actionable insights, enabling informed decision‑making at the C‑suite level.
• Identify, assess, and mitigate risks—financial, operational, or reputational—through proactive risk registers and mitigation plans, ensuring business continuity and client confidence.

Change & Innovation Management

• Collaborate with the client’s change management office to design, test, and roll out enhancements that unlock new value, ensuring smooth adoption and minimal disruption.
• Champion the adoption of modern project management methodologies (Agile, Scrum, Kanban) to accelerate delivery and improve stakeholder engagement, fostering a culture of agility.
• Drive the integration of emerging technologies—such as AI‑powered monitoring, automation, and cloud‑native services—into existing service portfolios, positioning the client at the cutting edge of technology.

Business & Financial Stewardship

• Partner with Group Services and Finance to forecast, budget, and track the financial performance of your service portfolio, ensuring profitability and sustainable growth.
• Contribute to pricing strategies, cost‑optimization initiatives, and profitability analyses, aligning financial objectives with client value delivery.
• Support pre‑sales activities by providing realistic cost estimates, resource plans, and value propositions, enabling the business development team to secure new opportunities.

Contract & Relationship Management

• Negotiate and manage contract amendments, ensuring alignment with evolving business needs and regulatory requirements, while protecting both client and brighthush interests.
• Serve as the primary point of contact for senior client stakeholders, building trust, resolving escalations, and fostering long‑term partnerships that drive mutual success.

People & Talent Development

• Lead a virtual, matrixed delivery team—direct reports and cross‑functional contributors—through coaching, performance reviews, and career development plans, cultivating a high‑performance culture.
• Drive succession planning, capacity forecasting, and talent acquisition initiatives to sustain a resilient and agile workforce.
• Champion diversity, equity, and inclusion by modeling inclusive behaviors and ensuring equitable opportunities for all team members, reinforcing brighthush’s commitment to a respectful workplace.

Essential Qualifications

• 5–7 years of progressive experience in IT service delivery, account management, or operations within a large, multi‑vendor environment, demonstrating the ability to manage complex, high‑visibility client engagements.
• Proven track record of delivering measurable success metrics—such as SLA adherence, customer satisfaction scores, and revenue growth—across multiple accounts.
• ITIL Foundation certification (or equivalent) and a deep understanding of service management best practices, enabling you to drive process excellence.
• Strong analytical mindset with the ability to translate data into strategic decisions, using metrics to inform continuous improvement.
• Excellent communication skills—capable of presenting to C‑suite executives, technical teams, and external partners, and translating technical concepts into business value.

Preferred Qualifications

• Advanced ITIL or other service management certifications (e.g., ITIL Expert, COBIT) that demonstrate a deeper mastery of governance and operational frameworks.
• Experience in cloud‑native service delivery, cybersecurity, or data‑centric solutions, providing a strategic advantage in advising clients on modern technology stacks.
• Background in change management or project management (PMP, Prince2, Agile Certified Practitioner) that supports the implementation of structured, repeatable delivery processes.
• Fluency in multiple languages is a plus, enabling effective communication with global clients and partners.

Key Skills & Competencies

• Strategic thinking and business acumen, with the ability to align delivery initiatives to client objectives.
• Leadership and influence, capable of motivating cross‑functional teams and driving consensus across diverse stakeholders.
• Risk management and mitigation, ensuring proactive identification and resolution of potential issues.
• Financial stewardship, including budgeting, forecasting, and cost control.
• Change management expertise, facilitating smooth transitions and adoption of new processes or technologies.
• Data‑driven decision making, leveraging analytics to optimize performance and forecast outcomes.
• Excellent written and verbal communication, with a talent for storytelling and executive‑level presentation.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Delivery Manager, you will have access to:

• Structured leadership development programs that refine your strategic, financial, and people‑management capabilities.
• Mentorship from senior executives who have led global transformations and can provide guidance on career progression.
• Opportunities to work on high‑impact, cross‑border projects that broaden your exposure to diverse industries and technologies.
• Access to industry conferences, certifications, and training courses—many of which are fully reimbursed—to keep you at the forefront of IT service delivery trends.

Work Environment & Culture at brighthush

Our culture is defined by collaboration, innovation, and a relentless focus on customer value. You will thrive in an environment that:

• Encourages open communication and knowledge sharing across teams and geographies.
• Values diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Promotes a healthy work‑life balance, with flexible working arrangements and a supportive remote‑first mindset.
• Celebrates successes—both big and small—through recognition programs, team events, and community initiatives.

Compensation, Perks & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Market‑competitive base salary and performance‑based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plans with company matching.
• Generous paid time off, parental leave, and flexible working arrangements.
• Employee stock purchase plans and equity options for eligible roles.
• Wellness programs, including mental health support, gym memberships, and wellness stipends.
• Continuous learning budget and access to a wide range of online courses and certifications.

Why Join brighthush?

At brighthush, you will be part of a forward‑thinking organization that is reshaping the future of IT services. You will:

• Lead transformative initiatives that directly impact client success and business growth.
• Collaborate with top talent across technology, strategy, and operations.
• Drive innovation that sets industry standards and delivers tangible value.
• Grow your career in a culture that rewards ambition, creativity, and results.

Ready to Make an Impact?

If you are a seasoned leader with a passion for delivering exceptional client outcomes, we invite you to apply and join the brighthush team. Together, we will shape the next wave of digital transformation and create lasting value for our clients and partners.