Account Delivery Manager

Confidential Company  •  Phoenix, AZ

8 - 10 years experience  • 

Salary depends on experience
Posted on 04/24/18 by Cynet Sytems
Confidential Company
Phoenix, AZ
8 - 10 years experience
Salary depends on experience
Posted on 04/24/18 Cynet Sytems

Job Title: ?Account Delivery Manager - Direct Hire / Full Time / Perm

Job Location: ?Phoenix, AZ

Job Type: Full Time / Perm / Direct Hire + Benefits

Job Description:

  • A senior Account Delivery Management Leader to manage a Growth Account in banking domain. 
  • The Individual should be able to manage customer relationships (relationship to drive growth and sustain existing business) cutting across Account centric Services for towers such as Applications, BPO & IS, this includes Mode1 & Mode2 engagements.

Technical Skills: 

  • Experience?13 to 18Years 
  • 10 years of progressive Global Account relation & delivery experience in global / multinational customer logos, US resident status, intense experience of being part of India offshore units,and managing offshore units & India based outsourcing engagement governance fabric,
  • Extensive work experience in ITO Pure Play Company, in companies that operate in our competitive league. 
  • Large Scale Transformation Program & Project management experience
  • Experience to manage and deliver sustain and growth relevant KPI?s in previous roles across last 5years.
  • Intensive customer relationship management experience over past 7 to 10 years.

Process Skills: 

  • Manage end to end service delivery for customer portfolio, that has a multimillion dollar revenue stream.
  • Manage service delivery for multichannel outsourcing engagements (BPO/ITO/APPS)
  • Conduct regular onsite service review meetings with customers
  • Lead Transition and Transformation
  • Financial management including costing and P&L
  • Negotiate, review, and approve new proposals 
  • Provide quarterly executive service review presentations
  • Review monthly performance reports and work with the internal teams to address any issues
  • Build and maintain excellent customer relationships as a trusted advisor
  • The escalation point for all customer concerns related to service delivery
  • Lead the service recovery teams during major incidents to facilitate quick service restoration
  • Conduct formal post mortems for service impacting incidents to determine the root cause and long term action items 
  • Build and enhance client relationship, host customer visits, conduct site threat assessments on physical and information security.
  • Review customer contract, SLA?s, penalties and monitor to ensure we are delivering to the contract and meeting SLA?s. 
  • Execute client standards, processes and methodologies in a consistent manner for program planning and execution activities including: scope definition and management; task and resource scheduling; cost and price budgeting; quality review and assurance; client relationship management; project team management; and overall change management.
  • Mentor and manage the delivery and execution of programs through a balance of best-in-class and pragmatic project methodologies and practices that achieve KPIs and meet or exceed business results, client satisfaction and SLAs.
  • Budget, Resource and Milestone planning for Infrastructure team (in collaboration with Finance) 
  • Partners with Biz-IT and LOB user community to identify and scope process and system needs, with a constant eye on process and system improvement opportunities 
  • Participate in the negotiation of contract and contract changes.
  • Strong resiliency to work in a fast-paced, project-oriented and potentially high-pressure environment 
  • Exemplary communication skills and demonstrated ability to influence at all levels within the organization

Behavioral Skills:

  • Excellent listening, communication (written & spoken) & interpersonal skills, 
  • Customer relationship management skills,
  • Coach & mentor for managers, ensure collecting buy-in as step1 for new perspectives / initiatives,
  • Result and productive outcome oriented, zero fluff,

Qualification:

  • Bachelor's Degree in Computer Science, Information Systems, Business or related field, or equivalent, relevant experience;
  • Master's Degreepreferred.
  • PRINCE / PMP, ITIL, 6sigma certifications would be preferred,
  • Domain certification in NextGensolutions / technology would be preferred, (Digital / CyberSec / Cloud / SaaS / IOT/ etc.)

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