Responsible for onboarding customers successfully and ensuring that the service levels committed at the point of sale are delivered, maintained, and continuously improved throughout the customer lifecycle.

Key Responsibilities

• Manage customer onboarding, activation, and handover from Sales to Operations.

• Own the delivery plan, timeline, and acceptance process for each new customer.

• Coordinate the Sales, Presales, Technical, NOC, and Operations teams throughout delivery.

• Monitor SLA performance, service quality, and overall customer experience.

• Manage escalations and drive resolution with the relevant internal teams.

• Run regular service reviews and report performance to customers and management.

• Maintain relationships with strategic customers after activation.

• Identify renewal, retention, and upsell opportunities and pass them to Sales.

• Maintain delivery documentation, customer records, and service reports.

• Track root causes of recurring issues and drive corrective actions with Operations.

• Improve delivery processes, templates, and customer communication standards.

Requirements

• Bachelor’s degree in Business, IT, Telecommunications, Engineering, or a related field.

• Minimum 5 years in enterprise service delivery, customer success, telecom, cloud, or managed services.

• Experience managing enterprise or government customers through onboarding and delivery.

• Strong understanding of SLAs, escalation management, and service reporting.

• Proven ability to coordinate technical and commercial teams toward a committed delivery date.

• Project-management experience or certification (PMP, PRINCE2, ITIL) is an advantage.

• Strong communication, organization, and problem-solving skills.

• Excellent English; Arabic preferred, Kurdish is an advantage.

• Willingness to travel nationally as required.