Customer and Business Success Team Leader (IT/Engineer)

Job Summary

Operations Governance & Compliance

• Oversee performance tracking, revenue assurance, governance controls, and operational audits to enable predictable, on-time delivery and strong financial outcomes.
• Drive operational excellence across end-to-end lead-to-order-to-cash cycle.
• Ensure service delivery processes executed with accuracy, compliance, and timeliness.
• Partnering with Sales, Resource Planning Order Fulfillment, Finance, and Delivery teams.
• Identify gaps, mitigate risks, maintain policy adherence, and improve operational efficiency.

Responsibilities

1.Revenue Assurance

• Ensure orders, billing, and delivery milestones are properly recorded and aligned.
• Coordinate with Finance to minimize revenue leakage and improve billing completeness.
• Validate customer acceptance, handover documentation, and delivery closure for revenue recognition.

2.Governance & Compliance

• Establish, implement, and maintain governance frameworks for lead-order-cash processes.
• Ensure all operations follow internal policies, customer contractual requirements, and regulatory standards.
• Conduct routine operational audits, compliance checks, and risk assessments.
• Maintain documentation of standard operation procedure (SOPs), process flows, controls, and approval metrics.

3.Operational Performance Management

• Track and monitor end-to-end operational KPIs: quote/order accuracy, order cycle time, fulfillment timeliness, revenue recognition readiness, customer delivery SLAs.
• Analyze performance trends and drive corrective actions with cross-functional teams.
• Prepare dashboards and operational status reports for leadership.

4.Risk and Issue Management

• Identify bottlenecks, process gaps compliance risks, and SLA risks.
• Lead root-cause analyses and implement preventive actions.
• Escalate critical issues early and provide mitigation plans.

5.Process Improvement and Optimization

• Collaborate with Sales, Delivery, Resource Planning, and Order Fulfillment to improve workflows.
• Optimize governance processes to reduce delays and increase accuracy.
• Lead continuous improvement programs.

6.Stakeholder Management

• Work closely with cross-functional stakeholders to ensure smooth operational execution.
• Conduct regular governance meetings with internal teams.
• Provide guidance and support to operational teams on compliance requirements and process standards.

7.Team Leadership

• Lead, mentor, and develop the team.
• Set team KPIs, conduct performance evaluations, and support career development.
• Foster a culture of accountability, quality, and growth mindset.