Account/Delivery Manager | Work at LeverX

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.

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.

requirements

• 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.

Skills & Competencies

• 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.

• 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.

• 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.

• 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.