Account Delivery Manager @ ManekTech

Job Description

: 18+ Years of industry experience with at least 5+ years of delivery management experience Experience of leading programs in two or more domains/ industries that includes retail, manufacturing, energy and utilities, telecom Experience in leading physical and virtual teams Experience in running programs across at least two or more geographies Experience of having at least 2 + Years of experience managing a portfolio of 2 or more customers or engagements Exceptional customer management skills Strong project management and quality control skills Expertise in planning, forecasting as part of delivery management Improve project profitability by reducing buffers, planning rotation, grade mix, improving utilization and project location. Monitor progress of projects and update the Account manager / DH. Risk & Opportunity identification, mitigation. planning and monitoring Walkthrough of Account Plan with Project Managers Prepare consultant plan and plan for right consultant mix. Ensure quality of product delivered. Review Project Metrics/ SLAs and their achievement and take corrective action. Review Project risk & opportunities and initiate appropriate action. Timely billing in line with payment milestones Track customer complaints and escalations to closure Improve productivity of the team by initiating and tracking CVAs and improvement actions Account Orientation to new team members Identify Training needs for the account and coordinate training with Hexavarsity Provide quarterly projections to functions such as Hexavarsity and Talent Management Group Ensure employee satisfaction of all members working in the account. Customer interaction and ensuring customer delight. Ensure quality of product / service delivered. Review of project documents and project BIA and BCP Ensures strict adherence of PRIME in the projects and contribute for process improvement. Mentor the team Negotiating / agreeing service requirements and expected service characteristics with the customer. Conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees and controls any amendments necessary. Initiates any actions required to maintain or improve service levels as decided during the reviews. Ensure the Service Reporting Key Performance Indicators are met and operated effectively. Comply with all information security policies and processes. Review and negotiate service contracts, ensuring compliance with legal and commercial requirements. Monitor service delivery costs, budgets, and financial targets, taking corrective actions as needed. Collaborate with the finance team to manage billing, invoicing, and financial reporting processes. Flexible to accommodate travel as part of the job need Qualifications: Bachelor's degree in business administration, information technology, or a related field (or equivalent experience). Proven experience of 15+ years in service delivery management or a similar client-facing role. Experience in Support engagements, with multiple service tracks (Applications, Infrastructure, BPS, Security) managing team of 100+ members, across multiple locations. Strong knowledge of IT service management (ITSM) principles, processes, and frameworks (e.g., ITIL). Excellent interpersonal and communication skills, with the ability to build and maintain relationships with clients and internal stakeholders. Demonstrated leadership and team management abilities, fostering a collaborative and high-performance culture. Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions. Strong problem-solving skills and the ability to handle and resolve conflicts or escalations. Proficiency in using service management tools and systems. Project management certifications (e.g., PMP) and IT service management certifications (e.g., ITIL Foundation) are a plus

Employement Category:

Employement Type: Full time
Industry: IT Services & Consulting
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Account Delivery Manager

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Keyskills:   delivery management customer management project management quality control planning forecasting risk identification opportunity identification billing team management negotiation service delivery management IT service management interpersonal skills communication skills leadership team management analytical skills leading programs problemsolving proficiency in service management tools project management certifications IT service management certifications