Role description:

Responsible for continuity, renewal, and profitability of the assigned account(s) in a vertical, with a strong focus on delivery governance and operational efficiency.
Act as the single point of accountability for client delivery outcomes – managing delivery across horizontals through coordination with PMs and delivery ops.
Work in collaboration with Sales team (Vertical AM/BDM/Sol. Arch.) to drive client satisfaction and enable delivery-led growth through account-specific SLA achievement.
Coordinate and act as conduit for overall delivery – stitching together an account view by working together with PM’s, Account manager and Practitioner sales.

Key responsibilities:

Drive delivery execution and delivery excellence in adherence to SLAs.
Primary owner for account delivery & mgmt. of all projects under the assigned account: account level SLAs, reviews, resource planning, CSAT & budget.
Partner with WMG to manage capacity planning and secure timely staffing; collaborate with Horizontal PMs to ensure aligned delivery execution.
Ensure adherence to technical documentation required by client for project.
Tracking and monitoring project specific KPIs and reporting the same in prescribed format to develop an account-level tracking; sharing inputs with AM as well.
Tracking resource cost forecasts on existing projects; prepare and share weekly/monthly reports to Delivery director for tracking of key cost metrics.
Drive operational metrics for project & provide inputs to AM/Business Development Manager for account-level planning.
Support AM and Solution Architect in identification of margin improvement initiatives (including automation); drive implementation/ operationalization.
Drive customer satisfaction by being primary relationship holder with key client stakeholders for delivery of all projects.
Serve as the primary contact for clients, managing stakeholder relationships & ensuring satisfaction throughout the delivery lifecycle.
Drive CSAT improvement actions based on delivery feedback.
Lead governance activities for project & support in account-level governance.
Collaborate in creation of project specific delivery plan along with Project managers and drive periodic reviews with the client.
Drive and coordinate account governance activities (incl. QBRs, MBRs), validate invoice and follow-up on collections.
Participate in client pursuit and support account growth.
Contribute delivery insights to pursuit and renewal discussions to ensure alignment of commitments with delivery capabilities.
Identify opportunities for extension within the account- delivery trends, capability gaps, or upsell/cross-sell opportunities; provide input on new account leads.

Key Interfaces:

Interacts with Account Managers, PM's and Delivery Ops for tracking of operational and
financial metrics for the projects.
Share inputs with AM on any additional resource requirements to deliver current project.
SoW e.g. address underperformance, scope miss or performance issue.
Coordinate with AM/BDM, Practitioner Sales, Solution Architect for project kick-off.
Coordinate with WMG for capacity planning and fulfillment of resource requisitions.

Key Metrics:

KPIs
Gross Margin %
Invoiced Revenue
Client satisfaction (CSAT score)
Cost overruns - Negative margin accounts (#, Revenue, Gross Margin)

Key Result Areas (KRAs)

Delivery Quality scores (SLA compliance, COQ, COPQ)
% On-time delivery
% Variance in GM forecast vs actual
Account Expansion %

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Infrastructure Delivery Sr. Manager