At a Glance
- Tasks: Lead customer engagement strategies and drive measurable success across EMEA and APAC.
- Company: Join Itron, a leader in innovative energy and water management solutions.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Itron values diversity and encourages all to apply, regardless of experience.
- Why this job: Make a real impact in a resourceful world while leading diverse teams.
- Qualifications: Proven leadership in services delivery and strong financial acumen required.
The predicted salary is between 75000 - 100000 £ per year.
Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.
Duties & Responsibilities
- Lead a proactive, customer‑centric engagement strategy across EMEA and APAC to drive measurable customer success and long‑term value realization.
- Own financial performance, including revenue, margin optimisation, forecasting, and cost management, with an accountable and data‑driven mindset.
- Partner with Customer Management Executives (CMEs) to expand revenue and margin within existing (brownfield) customers through collaborative growth strategies.
- Lead and develop Services and CSSD delivery teams, fostering an inclusive, high‑performing, and agile culture focused on quality, accountability, and innovation.
- Define and deliver scalable, sustainable service offerings aligned to customer outcomes and evolving Utilities & Energy industry needs.
- Act as the voice of the customer, ensuring feedback and insights influence product roadmap, service evolution, and strategic priorities.
- Ensure contractual, regulatory, and governance compliance, minimising risk while maintaining operational excellence and trust.
- Design and implement staffing models and delivery structures to support efficient, high‑quality service execution across regions.
- Drive continuous improvement and innovation in service delivery, customer engagement, and operational processes.
- Ensure all efforts are closely aligned to the global Customer Success framework and business processes, driving consistency and effectiveness, while incorporating regional flexibility and intentional design to ensure customer objectives are met.
Required Skills & Experience
- Proven leadership experience in services delivery, customer success, or professional services within a technology organisation.
- Experience managing regional or global teams, ideally across EMEA and APAC, with a collaborative and inclusive leadership approach.
- Strong financial and commercial acumen, including revenue ownership, margin management, and cost optimisation.
- Demonstrated ability to grow existing customer accounts while maintaining a customer‑centric, value‑driven approach.
- Experience building and leading high‑performing, diverse teams with a focus on coaching, accountability, and inclusion.
- Strong understanding of enterprise service delivery, customer lifecycle management, and outcome‑based engagement models.
- Ability to work cross‑functionally with Sales, Product, Finance, Legal, and Operations to align priorities and deliver results.
- Excellent communication and stakeholder management skills with an authentic and collaborative leadership style.
- Strong analytical and problem‑solving capabilities with an agile and innovative mindset.
Preferred Skills & Experience
- Experience in the Utilities & Energy sector or similar complex, regulated industries.
- Familiarity with SaaS, managed services, or recurring revenue models.
- Track record of driving service transformation, standardisation, and scalability.
- Experience aligning customer needs with product strategy and roadmap development.
- Advanced degree (e.g., MBA) or relevant certifications in operations, delivery, or programme management.
Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don’t perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for! Starting wage will be determined based on permissible, non‑discriminatory factors such as skills and experience. Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative.
Director Services & Delivery employer: Itron, Inc.
Itron is an exceptional employer that champions innovation and inclusivity, making it a prime choice for professionals seeking to make a meaningful impact in the Utilities & Energy sector. With a strong focus on employee growth, Itron fosters a collaborative work culture that values diverse perspectives and encourages continuous improvement, ensuring that every team member can thrive while contributing to a more resourceful world. Located across EMEA and APAC, employees benefit from a dynamic environment that supports both personal and professional development, alongside competitive compensation and a commitment to work-life balance.
