Deloitte Italia

DELOITTE DIGITAL

Lead Customer Support & Success Specialist

Your Story

Can’t wait to make an impact on the world? You’re not alone. Join us in driving progress in the working world and beyond.

Your Journey With Us:

We are seeking a Lead Customer Support & Success Specialist to establish, manage, and lead our customer success and support function in alignment with industry best practices. This role is pivotal in ensuring our clients receive exceptional service and ongoing value from our software solutions. The ideal candidate combines hands-on skills in support operations with strategic insight into service delivery, governance, and continuous improvement.

How you will Make an Impact:

As your career progresses within Deloitte Digital, you will:

Function Leadership and Setup

• Design and implement a scalable customer support and success function aligned with IT service management (ITSM) best practices.
• Define and document processes, workflows, and key performance indicators (KPIs) for the support function.
• Lead the adoption and optimization of the organization’s chosen ITSM tool (ServiceNow-based platform), including configuration, ticket management, and reporting setup.
• Manage and mentor any additional support personnel introduced as the function grows, ensuring effective performance, training, and alignment with service objectives.

Operational Management

• Oversee day-to-day support operations, ensuring timely, effective resolution of client-reported incidents and service requests.
• Monitor SLA compliance and coordinate issue escalation with project managers, software engineers, and system administrators.
• Maintain detailed and accurate client support contracts, ensuring service delivery aligns with agreed terms and expectations.
• Analyze and report on support trends to identify improvement opportunities and recommend proactive measures.

Client and Stakeholder Engagement

• Act as the primary point of contact for customers regarding support and success matters.
• Foster strong client relationships through proactive and professional communication, follow-up, and service reviews.
• Collaborate with internal teams (development, QA, product management, etc.) to align client feedback with product enhancements.
• Lead regular governance meetings and prepare client-facing performance and service reports.

Continuous Improvement and Growth

• Develop training and knowledge-sharing materials to strengthen support team capabilities.
• Identify and implement automation and self-service enhancements within the ITSM environment.
• Contribute to organizational service strategy, ensuring scalability and customer satisfaction.

Let's Talk About You:

• Bachelor’s degree in Information Technology, Information Systems, or a related technical field (or equivalent practical experience).
• 5+ years of experience in customer support, service delivery, or success management within the software development or IT services domain.
• Proven leadership in establishing or managing support frameworks following ITSM principles.
• Familiarity with ITIL processes (Incident, Problem, Change, and Request Management).
• Experience using or configuring ServiceNow or similar ITSM tools is highly desirable.
• Strong communication, problem-solving, and organizational skills with the ability to manage multiple clients and priorities.
• Demonstrated ability to work cross-functionally with technical and non-technical teams.

Desired skills and experience

• Customer-centric mindset with a focus on building long-term relationships.
• Analytical approach to support operations and performance improvement.
• Experience managing support contracts and vendor/client SLAs.
• Excellent written and verbal communication skills, with the ability to handle high-pressure situations professionally.

How you’ll grow

At Deloitte Digital, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From junior employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Why Deloitte?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. Deloitte Digital is where you will find unrivalled opportunities to succeed and realise your full potential.

• Life looks different for each of us, so we created a varied benefits package that you can tap into:
• Premium membership for corporate discounts in restaurants, retail, gyms and more.
• Health Insurance cover for yourself and dependents.
• Sponsored mental health support sessions through leading mental health services.
• Weekly get-togethers.
• Deloitte Communities to bring our people together and encourage work/life balance, social life and common interests.
• Hybrid working flexibility subject to business requirements.
• Digital learning, mentoring and regular performance snapshots.
• Renowned training programme with Deloitte University.

Join us to make an impact together! Apply now!