Senior Manager Solutions Delivery

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.

Position Description

Title: Senior Manager Solutions Delivery Customer Success & Delivery
Location: Melbourne or ANZ; flexible across the region
Reports to: Director Services & Delivery (APAC)
Employment Type: Fulltime

Role Purpose

Own customer outcomes across the full lifecycle - from presales shaping and solution assurance through services & delivery oversight to postsales account management support and longterm value realization. Act as the accountable owner of customer success from initial deployment through adoption retention and expansion working closely with Sales Services & Delivery Product Engineering and regional leadership so customers realize benefits remain satisfied and continue to invest in Itron solutions over time.

Key Outcomes

This individual will oversee all strategy planning deployment operations and maintenance of customer programs in Australia New Zealand and the Pacific Islands. Working in partnership with Customer and Market Experience teams (CME) the Sr. Manager Solutions Delivery will be the liaison for all customers and must be able to oversee the resources managing multiple concurrent engagements adeptly. Act as the senior customer-facing advocate within Itron while maintaining strong relationships with utility customers and channel partners. Ensure customers achieve expected benefits across operational performance delivery milestones and broader business transformation objectives. Proactively identify risks to customer success and coordinate cross-functional mitigation actions. Accountable for accurate and timely financial reporting for customer engagement programs.

Responsibilities

• Strategy & Planning
  Working in partnership with Sales teams set regional customer success strategy staffing plans delivery roadmaps and operational engagement models; translate evolving regulatory/market needs into practical service plans. Develops and delivers mid to long term innovative strategies targeting increased account revenue and margin growth.
• PreSales & Solution Assurance
  Enable Sales team by engaging early with customers to shape opportunities; embed customer success metrics and services catalogue into tender responses and proposals; validate solution fit delivery assumptions and readiness for timetovalue.
• Services & Delivery Leadership
  Provide senior oversight across multiple concurrent projects; ensure alignment of expectations contracted scope and realized outcomes; escalate and resolve services related issues that threaten satisfaction or longterm value; drive quality gates and firsttimeright execution. Accountable to deliver in-region programs and customer engagements with a focus on quality and customer satisfaction.
• PostSales & Value Realisation
  Support the transition from deployment to steadystate operations; define and track success metrics (support performance KPIs benefit realisation); lead renewal expansion and upsell activities with Account Management (QBR).
• Internal Alignment & Governance
  Serve as the liaison and coordination point between customers and internal Itron teams (Sales Delivery Product development & Support). Maintain a programlevel dashboard (status risks margin CoNQ CSAT) and report to internal/external stakeholders. Coach and develop regional talent and contribute to APAC customer success frameworks and playbooks.
• Team Leadership
  Mentor PMs and crossfunctional teams; foster an enduring matrix organisation with capacity planning and deploy sustainable work patterns across time zones. A key member of the APAC Customer Success Leadership team; expected to actively contribute and participate in meetings initiatives decision making and represent the region as needed.
• Commercial & P&L Stewardship
  Own services P&L inputs (utilisation revenue margin) with Finance; support negotiation of complex contracts/change orders; partner with Services Excellence & Proposals teams to standardise offerings.
• Partner & Ecosystem Enablement
  Lead improvements to ANZ gotomarket with channel partners system integrators and strategic services offerings to scale delivery and adoption.

Experience & Qualifications

Required

• Minimum 7 years implementing and managing largescale multiphase programs/projects across crossfunctional teams.

Preferred

• 10 years in utility domain expertise (AMI MDMS DERMS etc.) advantageous.
• 5 years in telecommunications networks (preferably wireless) and/or enterprisescale software deployments
• Experience in integration and deployment of large scale IoT devices and platforms into the clients existing infrastructure.

Education

• Bachelors or masters degree in computer science telecommunications or electrical engineering; MBA preferred; equivalent experience considered.

Certifications

• PMP or Prince 2 preferred.

Tools & Domain

The role spans the full Itron portfolio and is explicitly not product-specific including:

• Smart meters and field devices (IIoT)
• Communications networks
• Head-end and meter data management systems
• Analytics software platforms and digital services
• Managed services and support offerings
• Microsoft Project Office suite
• Knowledge of gas water and electric meter reading and distribution automation is beneficial (GIS CIS AMI DERMS and related utility systems desirable)

Travel & Work Environment

• 1050% travel across ANZ & Pacific; typical office environment

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 dont perfectly align with every requirement we encourage you to apply the end you may be just who we are looking for!

The successful candidates 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 at 1- or email .

Itron is transforming how the world manages energy water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency build resilience and deliver safe reliable and affordable service. With edge intelligence we connect people data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: