TAM & Delivery Manager
- Role
- Product
- Experience
- Senior
- Employment
- Full-time
- Company size
- Mid-size
Open to GB, IN only. Set where you work from to check your eligibility.
No BS summary
Senior Technical Account / Delivery Manager for enterprise telecom roaming/clearing customers. Requires 7+ years in TAM/Customer Success/Service Delivery, experience with enterprise SaaS/telecom customers and leading delivery teams. Role hires for Europe (England & Wales) or India and works remotely for those regions.
Core skills
Required skills
Optional skills
TAM & Delivery Manager page is loaded
TAM & Delivery Manager
locations Remote, England and Wales, United Kingdom
time type Full time
posted on Posted Today
job requisition id JR107759 Job Title TAM & Delivery Manager Team handling role Yes Department Clearing – MMS Travel required RBD Job location Europe or India Shift timings Regular Reporting to Head of MMS Position type Full Time Profile Summary The Technical Account Management & Delivery Manager is responsible for ensuring MACH customers achieve maximum value from MACH solutions through outstanding service delivery, proactive customer engagement, and successful operational execution. This role combines the responsibilities of a Technical Account Manager (TAM), Delivery Manager and people leader. Acting as the primary customer advocate within MACH, the role owns customer onboarding, service reviews, delivery governance, major incident management, service improvement initiatives, team leadership and overall customer satisfaction. You will operate at the intersection of customer success, operational excellence and technical delivery, ensuring customers receive exceptional service while driving adoption, retention and growth across the MACH portfolio. A Day in the Life You will:
- Act as the senior point of contact for strategic customer accounts.
- Drive customer onboarding, implementation and adoption of MACH services.
- Lead service delivery governance and customer review meetings.
- Own customer escalations and coordinate resolution activities.
- Work closely with R&D, Product and Support teams to improve customer outcomes.
- Lead, coach and develop TAM & Delivery team members, setting clear priorities and supporting performance against customer, delivery and operational objectives.
- Identify opportunities for service optimisation, upsell and expansion.
- Monitor customer health, usage trends and operational performance.
- Ensure successful delivery of projects, upgrades and new services.
Roles & Responsibilities Customer Success & Account Ownership
- Serve as the primary operational and technical contact for assigned strategic customers.
- Build trusted relationships with roaming, operations, finance and technical stakeholders.
- Develop customer success plans aligned to customer business objectives.
- Conduct regular service reviews, business reviews and operational governance meetings.
- Act as the voice of the customer within MACH.
Technical Account Management
- Provide strategic guidance on product usage, operational processes and industry best practices.
- Drive adoption of MACH solutions and services.
- Ensure customer requirements are understood and represented across Product and R&D teams.
- Monitor customer health indicators, service consumption and operational trends.
- Support customers during industry transitions including BCE, clearing transformation and automation initiatives.
Delivery & Project Management
- Own successful implementation of new customers, services and product releases.
- Manage customer delivery plans, milestones, risks and dependencies.
- Coordinate cross-functional teams across Product, R&D, Operations and Support.
- Ensure projects are delivered on time, within scope and aligned to customer expectations.
- Manage change requests and implementation governance.
Team Management & Leadership
- Lead, coach and manage TAM & Delivery team members, including workload allocation, prioritisation and day-to-day support.
- Set clear objectives, expectations and development plans aligned to MACH customer success and delivery goals.
- Conduct regular one-to-ones, provide feedback, support performance management and identify coaching or training needs.
- Build team capability, consistency and knowledge sharing across customer onboarding, service governance and operational delivery.
- Ensure effective resource planning, coverage and escalation paths across priority customer accounts and projects.
Key Success Measures Customer
- Customer Satisfaction (CSAT) improvement.
- Net Revenue Retention (NRR).
- Customer retention and renewal rates.
- Customer adoption and utilisation metrics.
- Reduction in escalations and customer complaints.
Delivery
- Successful delivery of onboarding and implementation projects.
- SLA achievement and operational performance.
- Delivery predictability and governance quality.
- Time-to-value for new customers.
Commercial
- Expansion revenue influenced.
- Renewal success rates.
- Customer advocacy and reference-ability.
Team
- Team performance against customer, delivery and operational objectives.
- Effective resource planning and workload management.
- Quality of coaching, knowledge sharing and professional development across the team.
- Clear escalation ownership and delivery accountability.
Experience & Background Essential
- 7+ years in Technical Account Management, Customer Success, Service Delivery or Project Delivery roles.
- Experience managing enterprise customers in a software, SaaS or telecommunications environment.
- Strong customer-facing and stakeholder management experience.
- Experience managing complex projects and service delivery engagements.
- Proven ability to manage escalations and operational issues.
- Experience working with globally distributed teams.
- Experience leading, coaching or line managing customer-facing delivery or technical teams.
Highly Desirable
- Roaming, clearing or telecommunications industry experience.
- Knowledge of GSMA standards, TADIG, BCE and roaming settlement workflows.
- Experience working with MNOs, MVNOs or telecom service providers.
- Experience with operational reporting, analytics and customer success metrics.
- Familiarity with managed services environments.
Skills & Capabilities
- Exceptional customer relationship management skills.
- Strong project and programme management capability.
- People leadership, coaching and performance management.
- Operational excellence mindset.
- Ability to bridge commercial, operational and technical discussions.
- Strong problem-solving and escalation management skills.
- Data-driven decision making.
- Effective communication with executive and operational stakeholders.
- Strong negotiation and influencing skills.
- Ability to thrive in a fast-paced international environment.
About Us
At TOMIA, we create innovative Roaming and Interconnect connectivity solutions for operators around the world. We are constantly evolving our products and integrating new technologies – such as VoLTE, 5G, IoT, BCE, Cloud Numbers, and A2P Messaging – so that operators can embrace what’s next. We forge meaningful relationships with our customers and allow them to do the same with their partners. We help operators simplify increasing business complexity. From agile trading solutions to automated billing and settlement options, our market-leading products cover the entire wholesale agreement process lifecycle. Our unified analytics across TOMIA’s Roaming and Interconnect products enable operators to make fast, reliable decisions and act in real time. TOMIA partners with hundreds of global communication providers and has been doing so for more than 25 years. Read More
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What you'll do
- Act as the senior point of contact for strategic customer accounts.
- Drive customer onboarding, implementation and adoption of MACH services.
- Lead service delivery governance and customer review meetings.
- Own customer escalations and coordinate resolution activities.
- Work closely with R&D, Product and Support teams to improve customer outcomes.
- Lead, coach and develop TAM & Delivery team members, setting clear priorities and supporting performance.
- Identify opportunities for service optimisation, upsell and expansion.
- Monitor customer health, usage trends and operational performance.
- Ensure successful delivery of projects, upgrades and new services.
- Manage customer delivery plans, milestones, risks and dependencies.
- Coordinate cross-functional teams across Product, R&D, Operations and Support.
- Manage change requests and implementation governance.
- Conduct regular service reviews, business reviews and operational governance meetings.
- Develop customer success plans aligned to customer business objectives.
What they require
- 7+ years in Technical Account Management, Customer Success, Service Delivery or Project Delivery roles.
- Experience managing enterprise customers in a software, SaaS or telecommunications environment.
- Strong customer-facing and stakeholder management experience.
- Experience managing complex projects and service delivery engagements.
- Proven ability to manage escalations and operational issues.
- Experience working with globally distributed teams.
- Experience leading, coaching or line managing customer-facing delivery or technical teams.
- Preferred: Roaming, clearing or telecommunications industry experience.
- Preferred: Knowledge of GSMA standards, TADIG, BCE and roaming settlement workflows.
- Preferred: Experience with MNOs, MVNOs or telecom service providers.
- Preferred: Experience with operational reporting, analytics and customer success metrics.
MACH is an innovator and leader in global monetization solutions. Their software optimizes and orchestrates critical inter-carrier business processes including data and financial clearing, network roaming, real-time campaign management, and interconnect solutions. MACH creates transformative communications solutions for today, tomorrow, and beyond, bridging wholesale and inter-carrier connectivity with roaming and clearing. Collaboration and Innovation are at MACH’s core. Our success is built on diverse strengths across different teams, functions, and geographies summarised in our company values: Open collaboration Driving innovation Customer commitment Growth mindset Deliver results