Job Description
The Account Delivery Manager is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across service delivery towers ensuring that performance goals and cost commitments are met.
They work with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class TCE and Quality.
They promote Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.
* Develops and nurtures senior management relationships with the customer.
* Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
* Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
* Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
* Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
* Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
* Ability to effectively and proactively manage risk for medium to high risk projects.
* Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
* Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
* Develops & manages account service delivery plan. Contributes to strategic account plan.
* Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
* Develops & manages account service delivery plan. Contributes to strategic account plan.
* Negotiates with and manages 3rd party vendors contributing to contractual requirements.
* Identifies incremental revenue opportunities and supports pursuit activities.
* Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
* Contributes to knowledge management capture, documentation & publication to drive organizational maturity.
Required Skills and Qualifications
* 3 - 8 years relevant business experience.
* ITIL/ITSM experience.
* Ability to build & manage strong customer relationship at the senior level.
* Strong influence & negotiation skill.
* Capability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
* Competence to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
* Aptitude to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
* Adeptness to proactively & effectively manage risk on medium to high risk projects.
* Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
* Skill to develop & present high impact message to senior level management.
* Excellent communication skills: verbal, written & presentation.
* Crisis & conflict management.
* Government Security Clearance desirable but not mandatory.
* Ability to travel intrastate on a monthly basis for 2-3 days.
Benefits
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Others
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
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