Customer Support Delivery Manager at GE Vernova

About The Role

• As a Customer Support Delivery Manager, you’ll be at the forefront of ensuring exceptional support for our cutting-edge Asset Control and GridOS solutions. This hands-on leadership role blends technical expertise, operational excellence, and strategic customer engagement. You will drive process improvements, manage key customer accounts, and collaborate across teams and partners to deliver outstanding service and long-term customer success.

Job Description
Key Responsibilities

• Own the customer support delivery lifecycle for strategic accounts, ensuring solutions are provided quickly, efficiently, and to the highest standards.
• Lead complex technical analysis and root cause investigations across a range of products and custom solutions.
• Proactively identify and implement process improvements, collaborating with engineering and services teams to fulfill maintenance and support commitments.
• Oversee partner and supplier relationships, conducting reviews to ensure consistent quality, performance, and alignment with contractual criteria.
• Champion the “GE Vernova Way” by fostering a culture of customer-first excellence throughout the organization and among partners.
• Contribute to growth initiatives by supporting bids, managing project transitions, and identifying new opportunities for value-added services.
• Own support revenue and cost management for key accounts, ensuring delivery aligns with both customer needs and business objectives.
• Prepare and lead strategic customer account reviews, delivering insights and recommendations for continuous improvement.

Qualifications

• Bachelor’s degree in Computer Science, STEM, or related discipline (Master’s preferred).
• Proven leadership in support service delivery, with a focus on customer engagement and vendor management.
• Experience in matrix organizations and complex stakeholder environments.
• Track record of success with GEV AEMS Reliance software products and technical support.
• Excellent communication skills with the ability to simplify complex topics and present effective solutions.
• Strong team management skills and a results-oriented, customer-centric approach.

Desired Skills & Experience

• Strategic collaborator and influencer, able to drive decisions and organizational change.
• Skilled in identifying and streamlining inefficient processes.
• Deep understanding of customer business processes and value drivers.
• External customer focus with the ability to address issues swiftly and satisfactorily.
• Familiarity with software engineering tools and transmission network control systems.
• Knowledge of DevOps, Agile methodologies, ITIL, Prince2, and relevant technologies such as Citrix, VMware, AWS, Azure, Docker, and Kubernetes.

Eligibility Requirements

• Must have legal authorization to work in the UK; sponsorship is not available.
• Successful completion of background checks required.
• Willingness to travel up to 20%.