Position Summary
The Regional Head of Customer Success (RHCS) is the senior customer‐facing leadership role for Global Services within a defined geographic region. The role carries end‐to‐end accountability for customer outcomes across all four Lines of Service—Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services—spanning both active deployment programs and steady‐state service operations. The RHCS serves as the single point of regional accountability for service governance, escalation management, and customer satisfaction, ensuring that Service Delivery Managers, Technical Account Managers, Business Analysts, and Release Management & Planning resources are aligned, coordinated, and executing to Global Services standards.
Key Responsibilities
Lead regional customer success, setting standards for engagement across all lines of service and driving a customer‐first culture.
Oversee deployment and program delivery during active deployment phases, ensuring mobilization, coordination, and execution to contractual scope and schedule.
Maintain steady‐state operations, ensuring contracted SLAs and KPIs are consistently met or exceeded, and provide regional performance visibility to senior leadership.
Own regional escalation management, acting as the primary escalation point, coordinating cross‐functional responses, and ensuring timely resolution with root‐cause analysis.
Coordinate service delivery across all four lines of service to ensure seamless, integrated customer outcomes and prevent gaps.
Provide direction, coaching, and performance oversight to Service Delivery Managers, ensuring best practices in governance, engagement, and escalation handling.
Coordinate dotted‐line resources (SDMs, Business Analysts, Release Management & Planning, Technical Account Managers) across programs, prioritizing effectively and aligning effort.




Standardize governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across programs, driving continuous improvement at the regional level.
Key Performance Metrics
Escalation resolution time—time to resolve high‐severity incidents from escalation to closure.
Client satisfaction (CSAT / NPS)—aggregated scores across the regional portfolio.
SLA & KPI compliance rate—percentage availability, response, resolution, and abatements across all services.
Incident resolution effectiveness—reduction in repeat incidents and mean time to resolution versus baseline.
Unclosed ticket volume—count of open and aged tickets per program.
Qualifications & Experience
Bachelor's degree in Business, Engineering, Information Technology, or a related discipline.
12+ years of experience in service delivery, managed services, or mission‐critical operations.
Demonstrated experience managing complex, multi‐program service portfolios in a matrixed environment.
Proven track record of owning senior customer escalations and driving resolution across cross‐functional teams.
Solid ITIL‐based service management expertise with practical application in live operational environments.
Solid financial and commercial acumen, including cost‐to‐serve awareness and margin contribution understanding.
Experience in transit, transportation systems, fare payments, or regulated technology environments.
Demonstrated ability to lead and influence without direct authority across dotted‐line and matrix structures.
Experience leading global or multi‐region services in a matrixed organization.
Exposure to PCI DSS, ISO *****, or similar compliance and security frameworks.
Worker Type
Employee
EEO Statement
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.
#J-*****-Ljbffr

📌 Regional Head Of Customer Success, Apac (Brisbane)
🏢 Cubic
📍 Brisbane