Account Delivery Head

Job Title: Account Delivery Head (Customer Account)

Location: Bangalore Office, MG Road

Work Mode: 5 days a week, Work from Office (WFO)

Shift & Availability: 2:00 PM to 9:00 PM IST from office, with flexibility to support remotely until 1:00 AM IST for client calls, critical reviews, and escalations (US PST alignment).

Verticals: Medical Device Manufacturing / Semiconductor Manufacturing / Hi-tech

Horizontals: IT Infrastructure / CyberSec / ServiceNow / SAP / Salesforce / MES / JDA / Merchandising / QE / AI

Key Experience:

• Delivery Excellence & SLA Adherence
• Process, SOPs & Compliance
• Org Structure & Talent Management
• Client Satisfaction
• Thought Leadership and Strategic thinking

Preferred Background:

• 15+ years of experience in IT services delivery management and enterprise account delivery.
• Started career in a hands-on technology role (such as developer, engineer, or architect) and then progressed into delivery manager and currently handling a complete customer account leading multiple towers TDMs.
• IT Services / Managed Services leading a multi-tower account across IT Infrastructure, Cybersecurity, ServiceNow, SAP, Salesforce, MES, Blue Yonder (JDA), QE, AI for clients in Medical Devices, Semiconductors, and Hi-Tech.
• Responsible for end-to-end account delivery, including managing horizontal TDMs (Infra, Cyber, ERP/SaaS, MES, QE, AI) reporting into this role and owning delivery for their own tower.
• Proven track record of leading large-scale, complex delivery engagements for global clients.
• Strong client management, communication, and problem-solving abilities.
• Experience working with distributed teams across onsite/offshore models.
• Demonstrated leadership in building high-performance delivery teams.

Key Responsibilities:

Client Satisfaction & Retention

• Build and maintain strong, trust-based relationships with client stakeholders.
• Monitor CSAT/NPS scores and proactively address issues impacting customer experience.
• Serve as the senior delivery escalation point and ensure timely resolution of service concerns.
• Drive initiatives that enhance long-term client engagement and retention.

Delivery Excellence & SLA Adherence

• Oversee all aspects of project delivery to ensure compliance with contractual SLAs, timelines, and quality standards.
• Establish and manage delivery governance frameworks, review mechanisms, and performance dashboards.
• Ensure delivery methodologies and processes are consistently applied across all engagements.
• Promote continuous improvement and adoption of best practices in delivery execution.

Talent Management & Team Growth

• Lead, coach, and mentor Technical Delivery Managers, Architects, and key delivery personnel.
• Build a strong, motivated, and high-performing delivery team through structured learning and career development initiatives.
• Foster a culture of accountability, collaboration, and operational discipline within the team.
• Work with HR and CoEs to ensure appropriate skill alignment and workforce planning.

Governance & Continuous Improvement

• Conduct regular internal and client governance meetings focused on delivery health, risks, and improvement plans.
• Identify and implement process improvements to increase delivery efficiency and service quality.
• Ensure proactive risk identification, mitigation, and transparent communication with stakeholders.
• Champion continuous improvement programs across delivery teams to drive operational excellence.