Customer Operations Domain Lead

Job Description

The Customer Operations Domain Lead acts as a practice lead for our Hybrid Cloud & Infrastructure (HCI) services across North America, EMEA, and APAC.

This role is responsible for coordinating and overseeing the coordination of technical services, ensuring customer satisfaction, and driving continuous improvement across regions.

This includes managing regional Customer Operations Leads and Technical Service Coordinators, coordinating delivery and transition of services, and working closely with internal teams such as Service Management, Professional Services, and Technical Experts.

Main Responsibilities:

• Lead global service delivery (RUN), service transitions, and related IT projects for the HCI service line.
• Supervise and coordinate Customer Operations Leads (NA, EMEA, APAC) and Technical Service Coordinators.
• Maintain strong relationships with Service Managers and internal delivery teams to ensure seamless execution.
• Ensure customer satisfaction by proactively identifying and resolving service-related issues.
• Monitor service delivery performance and ensure alignment with SLAs, budgets, and customer expectations.
• Support hiring, onboarding, and workforce planning in collaboration with HR and Delivery Managers.
• Provide leadership for continuous improvement of delivery models, processes, and tools.
• Act as a key escalation point for complex customer concerns and drive resolution.
• Support the development of account and service plans in coordination with Customer Operations Leads.
• Track regional demand pipelines and align delivery capacity accordingly.
• Drive financial accountability and contribute to reporting and optimization activities.
  
  

Team & Leadership:

• Manage a globally distributed team, setting clear goals, priorities, and performance expectations.
• Conduct regular team briefings, 1:1s, and service steering meetings.
• Promote a culture of ownership, transparency, and collaboration.
• Lead by example, guiding teams through challenges and mentoring for growth.
  
  

Strategic & Analytical Focus:

• Balance customer and technical teams needs with company objectives in a matrixed environment.
• Make informed decisions to prioritize actions, allocate resources, and manage risks.
• Help shape the long-term strategy for HCI service delivery in alignment with company goals.
• Foster collaboration across departments and service lines to deliver integrated solutions.
  
  

Job Requirements

Experience and Skills Requirements:

• 9 years in service delivery, project management, or technical coordination within IT infrastructure or cloud services.
• Proven leadership experience managing multi-region or global teams.
• Strong customer orientation with the ability to manage and influence at senior levels.
• Solid understanding of infrastructure services (e.g., server, storage, networking, cloud).
• Strong organizational and communication skills, with the ability to manage multiple priorities.
• Experience working in a matrixed, multicultural environment.
• Financial acumen for tracking budgets, cost optimization, and service profitability.
• Agile and ITIL-based delivery experience preferred.
  
  

Certifications (Preferred):

• ITIL v4 Foundation or Practitioner (required).
• Project Management certifications (e.g., PMP, Prince2) are a plus.
• Technical certifications related to Cloud, Infrastructure, or IT Operations (Azure, VMware, etc.) are beneficial.
  
  

Other Requirements:

• Business fluency in English (additional languages are a plus).
• Willingness to travel internationally as needed.
  
  

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain

or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About Us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn , Facebook and Instagram where we regularly post insights from our colleagues.

We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you've been targeted, please contact us immediately at RecruitmentEMEA@stefanini.com for verification.

Key Points to Remember:

• Legitimate job offers only follow interviews conducted with our hiring managers or clients.
• We will never ask for payment at any stage of the recruitment process.
  
  

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.