Job Summary Title: Client Success & Delivery Partner (Managed Infrastructure Services | Client Facing) Location: USA Type: FTE Role Overview: We are seeking a senior
Client Success & Delivery Partner to lead the client relationship, stakeholder engagement, and growth agenda for a large, complex Managed Infrastructure Services account.
This role will focus on
executive relationships, client success, stakeholder alignment, business retention, and account growth, while partnering with onsite and offshore Delivery Leaders responsible for day-to-day service operations.
Client Success / Account Growth Responsibilities
- Serve as the senior client-facing leader and trusted advisor, building strong relationships with CIO/CTO leadership, technology executives, ministries/business units, and key decision-makers.
- Develop deeper stakeholder coverage across the organization, understand business and technology priorities, and proactively manage client sentiment and expectations.
- Own client success, relationship health, business retention, executive governance, and senior escalations.
- Drive the account growth agenda by identifying whitespace, building relationships with new stakeholders, and translating client priorities into opportunities across infrastructure, cloud, cybersecurity, digital workplace, automation, AI, and transformation.
- Partner with sales, solutioning, and practice teams to shape opportunities, expand the service footprint, and build a sustainable growth pipeline.
- Maintain executive oversight of delivery outcomes, SLAs/KPIs, risks, and service improvement while allowing onsite and offshore Delivery Leaders to maintain ownership of day-to-day operations.
- Understand account commercials, including revenue, margin, contracts, renewals, and growth objectives, balancing client success with commercial performance.
Delivery / People Leadership Responsibilities: - Governance and Service Performance: Own end-to-end service delivery for the Managed Infrastructure Services engagement, ensuring SLA/KPI commitments, operational performance, service quality, customer expectations, delivery health, risks, and senior escalations are consistently managed.
- Delivery Leadership: Lead the Delivery Leadership team and infrastructure operations organization, establishing clear accountability across all service towers and ensuring effective onsite, offshore, and nearshore collaboration.
- Operating Culture: Drive a culture of ownership, accountability, customer focus, operational excellence, continuous improvement, employee engagement, and high-quality service outcomes.
- People Leadership: Set clear performance objectives; conduct regular performance reviews; address performance gaps; and own hiring, retention, succession planning, skill development, cross-skilling, coaching, mentoring, and leadership development.
- Workforce Planning: Ensure appropriate staffing, utilization, productivity, organizational capacity, and skill coverage for 24x7 operations, critical services, projects, and transformation initiatives.
- Escalations and Continuous Improvement: Lead major operational escalations and timely resolution of P1/P2 incidents, chronic problems, service risks, and customer-impacting issues; partner with tower leads, architects, engineering teams, and practice leaders to strengthen technical capabilities.
- Client Alignment: Work closely with Client Success/Account leadership to ensure delivery performance supports customer retention, relationship growth, and expansion opportunities.
We are looking for a
relationship-led client delivery leader with strong managed services and delivery credibility, rather than a traditional infrastructure operations leader.
- 15+ years of experience across IT services, managed services, infrastructure, cloud, or enterprise technology, including leadership responsibility for large strategic client relationships.
- Proven experience managing complex, multi-tower Managed Infrastructure Services engagements in Infrastructure and Cloud services with global delivery models.
- Strong executive presence with the ability to build trusted relationships with CIOs, CTOs, business leaders, and senior technology stakeholders.
- Demonstrated ability to navigate complex client organizations, expand stakeholder relationships, identify whitespace, and convert client priorities into business growth.
- Strong commercial acumen across revenue, margin, contracts, renewals, and managed services economics.
- Good understanding of infrastructure, cloud, network, workplace, cybersecurity, ITSM, automation, AI, and transformation.
- Excellent stakeholder management, communication, negotiation, and executive presentation skills.
- U.S.-based with a strong onsite/client presence.
The pay range for this role is $120,000 - $130,000* per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.
