Engagement Delivery Director

Role Overview:

The Account Service Delivery Manager is responsible for managing and delivering high-quality services to clients while ensuring alignment with business objectives. This role involves overseeing end-to-end service delivery, maintaining strong client relationships, driving operational excellence, and ensuring customer satisfaction.

Key Responsibilities:

• Client Relationship Management:
  • Act as the primary point of contact for clients, ensuring their needs are met and expectations are exceeded.
  • Build and maintain strong, long-term relationships with stakeholders.
  • Regularly engage with clients to understand their evolving requirements and provide tailored solutions.
• Service Delivery Management:
  • Oversee the end-to-end delivery of services, ensuring adherence to SLAs and KPIs.
  • Monitor and improve service quality, ensuring operational efficiency and excellence.
  • Proactively identify and address potential risks or issues in service delivery.
• Team Leadership:
  • Lead and mentor the delivery team, fostering a culture of collaboration and performance excellence.
  • Ensure the team is equipped with the necessary skills and resources to meet client requirements.
  • Conduct regular performance reviews and provide constructive feedback.
• Operational Excellence:
  • Develop and implement strategies to optimize service delivery processes.
  • Drive continuous improvement initiatives to enhance efficiency and effectiveness.
  • Ensure compliance with organizational policies, standards, and regulatory requirements.
• Financial Management:
  • Manage budgets, ensuring cost-effective delivery of services.
  • Monitor financial performance and profitability of accounts.
  • Identify opportunities for upselling or cross-selling additional services to clients.
• Reporting and Communication:
  • Prepare and present regular reports on service performance, client satisfaction, and operational metrics.
  • Communicate effectively with internal and external stakeholders.

Key Skills and Competencies:

• Strong client relationship management and communication skills.
• Proven ability to manage and deliver services in a fast-paced environment.
• Excellent problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Knowledge of service delivery frameworks (e.g., ITIL, Agile).
• Financial acumen and ability to manage budgets.
• Analytical mindset with attention to detail.

Qualifications and Experience:

• Bachelors degree in Business Administration, IT, or a related field (Masters degree preferred).
• 10+ years of experience in service delivery, account management, or a similar role.
• Experience in managing large-scale accounts or projects.
• Familiarity with industry-specific tools and technologies.