The Account/Delivery Manager will be responsible for managing and growing strategic Fortune 500 client accounts in the IT outsourcing domain. This role requires a blend of business development, client relationship management, and delivery management to ensure client satisfaction and business growth. The successful candidate will work closely with internal teams to deliver high-quality IT services and solutions, aligning them with the client's business goals.
KEY RESPONSIBILITIES
- Account Management & Growth:
Develop and execute account strategies to grow revenue, expand service offerings, and build long-term relationships with Fortune 500 clients.
Identify opportunities for cross-selling and upselling IT services and solutions.
Create and manage account plans, setting short- and long-term objectives for revenue growth.
Regularly assess and monitor account health, conducting client satisfaction surveys and addressing any issues proactively. - Delivery Management:
Oversee the successful delivery of IT outsourcing services, ensuring projects meet client expectations, timelines, and quality standards.
Manage delivery teams and coordinate with various departments, such as project management, technical teams, and support services.
Act as the primary escalation point for any delivery-related issues, ensuring timely resolution.
Maintain and improve service quality through regular performance evaluations, SLAs, and KPIs. - Client Relationship Management:
Build and nurture strong relationships with key client stakeholders, understanding their business objectives, challenges, and needs.
Conduct regular client meetings, QBRs (Quarterly Business Reviews), and strategy sessions to align on progress and identify areas for improvement.
Foster client trust and loyalty by consistently demonstrating a commitment to their success. - Business Development:
Proactively identify new business opportunities within existing accounts, developing proposals and presentations to win new work.
Collaborate with sales teams to develop client-specific solutions and proposals for expanding the engagement.
Stay updated on industry trends, competitive landscape, and client needs to bring innovative ideas and solutions. - Financial Management:
Manage account budgets, forecasting, and billing to ensure profitability and meet financial targets.
Monitor financial performance, preparing reports on revenue, margin, and other relevant financial metrics.
Negotiate contracts, renewals, and pricing with clients, balancing client satisfaction and business objectives. - Stakeholder Management & Communication:
Act as a liaison between the client and internal teams, ensuring effective communication and alignment on project goals and objectives.
Engage with senior leadership and executives both within the company and at the client’s organization to drive strategic initiatives.
Prepare and deliver regular status reports, presentations, and updates to stakeholders. - Team Leadership & Development:
Lead and mentor a team of delivery managers, project managers, and other resources, fostering a high-performance culture.
Recruit, onboard, and develop team members, providing training and career growth opportunities.
Conduct performance reviews, set goals, and address any team-related challenges to ensure a motivated and skilled workforce.
KEY REQUIREMENTS
Education & Experience:- Bachelor’s degree in Business, IT, Engineering, or a related field; MBA or relevant master’s degree is a plus.
- Minimum of 8-10 years of experience in IT outsourcing or consulting, with at least 5 years in an account management or delivery management role.
- Proven experience managing large-scale Fortune 500 accounts, with a track record of revenue growth and successful project delivery.
- Technical & Domain Knowledge:
Strong understanding of IT services, solutions, and outsourcing models, including managed services, cloud computing, application development, and infrastructure services.
Familiarity with digital transformation, cybersecurity, data analytics, and emerging technology trends is highly desirable. - Account & Delivery Management Skills:
Demonstrated ability to manage complex, multi-million-dollar accounts with a focus on strategic growth and client satisfaction.
Proficient in project management methodologies (Agile, Waterfall) and tools (MS Project, JIRA, etc.).
Solid understanding of financial metrics, such as P&L management, gross margins, and ROI. - Business Development Acumen:
Strong sales and business development skills with a focus on identifying and pursuing growth opportunities within existing accounts.
Ability to develop compelling proposals, presentations, and business cases to win new projects and expand client engagements. - Communication & Interpersonal Skills:
Excellent verbal and written communication skills, with the ability to present complex information to executive-level audiences.
Strong negotiation and persuasion skills, able to influence stakeholders and achieve win-win outcomes.
Outstanding relationship-building and interpersonal skills, with a customer-centric approach. - Leadership & Problem-Solving:
Proven leadership skills with experience managing cross-functional teams and driving a collaborative culture.
Ability to handle challenging situations, resolve conflicts, and make informed decisions under pressure.
Strong analytical and problem-solving skills, with a solution-oriented mindset.
OTHER REQUIREMENTS
- Willingness to travel as required to meet with clients and delivery teams.
- Strong adaptability and flexibility to work in a fast-paced, dynamic environment.
- Valid work authorization for the location(s) where clients are based.
Preferred Qualifications
- Experience working in a global delivery model, coordinating with offshore and nearshore teams.
- Certification in project management (PMP, PRINCE2) or IT service management (ITIL) is advantageous.
- Fluency in additional languages, depending on the client location, is a plus.
This comprehensive outline should attract candidates capable of managing and growing relationships with major Fortune 500 accounts, ensuring effective delivery, and driving significant business impact within the IT outsourcing industry.
