Senior Service Delivery Manager

Celonis is the trusted platform to industrialize Enterprise AI. At our core is the Celonis Context Model — which combines process data, business knowledge, and intelligence into a living digital twin of the enterprise that AI can actually understand, turning AI's operational blind spots into operational clarity. World's leading companies trust Celonis and its global ecosystem of partners to make their AI agents, people, systems, and processes work together, achieving transformational outcomes. We believe there's a massive opportunity to unlock global productivity and sustainability by giving AI the context to understand how every business process really works. Join our mission to make processes work for people, companies, and the planet. At Celonis, we believe that every company can unlock their full execution capacity - and for that we need you as a Customer Support Delivery Manager! As a Customer Support Delivery Manager, you will be responsible for the renewal of Premium Support contracts and all related services. In this role, you will manage one or more customers, who have purchased our Premier and Premier+ Support to review and drive the business. You will also be their point of escalation and ensure a regular cadence of meetings with them. Furthermore, you will assure SLA adherence on KPIs agreed in the Premier and Premier+ Support contract and support OLAs. As a Support Delivery Manager, you will ensure a phenomenal Customer and Partner Experience (CSAT) for support incidents. This will foster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of Businesses. Apart from this you will partner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resources. You: 8+ years of work experience in a Global Technical Software Support Center or IT customer service industry 6+ years in a customer facing support role Proven track record for operational or delivery excellence in a similar, outlining positive impact on Customer experience Proven leadership skills within a customer support organization. Strong analytical skills and technical writing skills; excellent communicator who can disseminate and articulate highly technical information in a clear manner to both business, technical, and non-technical audiences. Ability to work calmly and decisively under pressure by triaging and prioritizing multiple crisis situations in an efficient manner Proven flexibility and ability to adapt to ambiguous and fast changing situations Ability to identify inefficient processes/procedures and ultimately have a clear understanding of how to improve them through documented strategies ITIL foundation certification, any additional experience and knowledge of ITIL Best Practice Methodology is an advantage Quality management experience Familiar with agile project management methodologies JP citizenship is required Business-level English and Fluent Japanese language required Responsibilities : Full responsibility for all Premier and Premier+ Support contract related requirements and renewal of Premier and Premier+ Support contract Manage one or more customers from JP/APAC, who have purchased e.g. Premier and Premier+ Support Ensure a regular cadence of meetings with customer to review and drive the business Point of escalation for the customer Assure SLA adherence on KPIs agreed in the Premier and Premier+ Support contract and Support OLAs Customer and Partner Experience (CSAT) for Support Incidents Foster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of Businesses Partner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resources Work during Business hours of assigned customers from JP/APAC region, participating in 24by7 On-call Duty SDM activities. What Celonis can offer you: Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations. Ownership from Day 1: Every full-time "Celonaut" is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants. Unrivaled Family Support: Benefit from our inclusive parental leave policy—24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment. Work-Life Integration: Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration. Continuous Growth: Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform. Holistic Well-being: Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated "Wellness Weeks" that prioritize work/l