Customer Success Lead

IT Customer Success Lead (India)

Location

India – Hybrid (minimum 2 days/week in Bangalore or Pune; occasional travel between offices)

Role Summary

The IT Customer Success Lead is accountable for delivering a high-quality, SLA-driven IT service experience for business stakeholders. Acting as the primary interface between IT delivery teams and the business, this role ensures service commitments are met, relationships are strengthened, and outcomes align with Johnson Controls’ enterprise priorities. The role embeds JCI Enterprise Behaviours while driving operational excellence, continuous improvement, and customer trust.

Key Responsibilities

Customer & Business Partnership

· Build trusted, outcome-focused relationships with business stakeholders and act as their advocate within IT.

· Translate business needs into clear service expectations and priorities.

· Lead regular service reviews focused on performance, impact, and improvement.

· Manage expectations through clear, timely, and transparent communication.

SLA & Service Delivery Ownership

· Own end-to-end service performance, consistently meeting or exceeding SLAs (95%+).

· Proactively monitor SLA health, identify risks, and prevent breaches.

· Lead reviews of incidents and escalations, ensuring root cause analysis and sustainable corrective actions.

· Act as the escalation point for high-impact or recurring service issues, coordinating across IT teams and vendors.

Continuous Improvement & Operational Excellence

· Analyse trends in incidents, requests, and feedback to drive process, tooling, and capability improvements.

· Eliminate chronic issues and reduce repeat tickets.

· Partner with delivery teams to remove operational waste and recurring pain points.

· Support process standardisation, best practices, and service readiness for new solutions and changes.

Leadership & Collaboration

· Collaborate within a global IT and Customer Success community across regions and functions.

· Influence without authority to align teams around shared customer outcomes.

· Coach teams on customer-centric behaviours and SLA accountability.

· Promote a culture of ownership, inclusion, learning, and psychological safety.

Living the JCI Enterprise Behaviours

We Focus on What Matters

· Prioritise work based on customer impact and business value.

· Remove blockers that prevent teams from delivering for customers.

We Improve Every Day

· Surface issues early, drive root-cause resolution, and improve through data and feedback.

· Encourage learning from incidents and post-incident reviews.

We Work as One Team

· Collaborate across IT towers, vendors, and regions for seamless outcomes.

· Value diverse perspectives and act with integrity, safety, and compliance.

Key Skills & Experience

Required

· 8+ years in IT service delivery, customer success, or IT operations.

· Strong experience managing SLAs, incidents, and escalations in enterprise environments.

· Proven ability to build senior stakeholder relationships.

· Experience with global or offshore delivery models.

· Strong communication, influencing, and problem-solving skills.

Preferred

· ITIL or equivalent service management experience.

· Experience in a global, matrixed organisation.

· Exposure to vendor and multi-supplier environments.

Success Measures

· SLA compliance and reduction in repeat incidents.

· Customer satisfaction and stakeholder feedback.

· Effectiveness and speed of escalations and resolutions.

· Demonstrated alignment with JCI Enterprise Behaviours.