Customer Success Delivery Manager

• Delivery Manager
• Service Management
• ITSM

Customer Success Delivery Manager

London | Hybrid (2 days onsite)
£60,000-£80,000
The opportunity
Exalto Consulting is partnering with a well-regarded Digital Transformation consultancy that works with large, complex organisations to improve how digital and IT services are delivered.

This role sits across the full customer life cycle, from early engagement and solution design through delivery and ongoing support. It's well suited to someone with a strong background in IT Service Management who enjoys balancing delivery ownership with trusted client relationships.

The role As a Customer Success Delivery Manager, you will work closely with clients and internal teams to ensure ITSM solutions are designed, delivered, and adopted effectively. You'll act as a consistent point of ownership, helping clients achieve value while ensuring delivery remains structured, pragmatic, and aligned to best practice.

Key responsibilities

• Work with sales and technical teams to shape and propose ITSM solutions
• Lead discovery sessions, workshops, and solution demonstrations
• Develop proposals, statements of work, and pricing models
• Support RFP and RFI responses from a delivery and service design perspective
• Oversee the delivery and implementation of ITSM solutions
• Manage timelines, resources, and deliverables across multiple engagements
• Ensure quality, governance, and alignment with ITIL processes
• Support knowledge transfer and training for client teams
• Identify opportunities for service improvement and expansion
• Build strong, trusted relationships with client stakeholders

What we're looking for

• At least five years' experience in programme or project delivery roles
• Strong client-facing and stakeholder management skills
• Experience across the full customer life cycle, from pre-sales to delivery and support
• Good working knowledge of ITIL and IT Service Management
• Experience delivering tooling solutions such as ServiceNow or similar platforms
• Comfortable working in agile environments and to tight deadlines