Job Description

John Keells Information Technology (Pvt) Ltd (JKIT), a fully owned subsidiary of John Keells Holdings PLC, Sri Lanka's largest conglomerate listed on the Colombo Stock Exchange, is a global IT professional services leader, transforming enterprises with cutting-edge digital solutions.

JKIT is a 100% cloud-native solutions provider, offering end-to-end digital transformation solutions in collaboration with global Principals like Microsoft, SAP, and Salesforce. Driven by a Cloud-first, Mobile-first and AI-first strategy, JKIT empowers businesses with innovation, agility, growth, and state-of-the-art security.

We invite applications from suitably qualified individuals for the post of Practice Manager – Customer Success The selected candidate will report to the Head of Customer Success.

The Practice Manager – Customer Success will be responsible for:

• Leading and managing the client service team to ensure timely, high-quality service delivery and strong client relationships.
• Developing and implementing client service strategies, processes, and best practices to drive customer satisfaction and business growth.
• Acting as the primary point of contact for key clients, managing escalations and ensuring overall client satisfaction.
• Monitoring team performance, tracking KPIs, and providing coaching and development to team members.
• Collaborating with cross-functional teams to ensure seamless service delivery and successful project execution.
• Identifying opportunities for service improvement and driving initiatives to enhance the overall client experience.
• Managing budgets, resource allocation, and operational efficiency within the client service function.
• Driving the adoption of tools, frameworks, and methodologies to improve service quality, consistency, and operational excellence.

The ideal candidate should possess:

• A Bachelor’s degree in Business, Management, or a related field; an MBA will be an added advantage.
• A minimum of 7 years of experience in client service, account management, or consulting, with at least 3 years in a leadership role.
• Strong leadership, team management, and coaching capabilities.
• Excellent communication, negotiation, stakeholder management, and problem-solving skills.
• Proven ability to manage multiple clients and projects simultaneously.
• A strong analytical mindset with experience in reporting, performance metrics, and service improvement initiatives.

If you’re up for the challenge, please send your resume to careers@johnkeellsit.comor Click on the advert to apply. Please state the position you’re interested in the subject line of your email.