Account Delivery Lead: Growth & Delivery Excellence

Black Box; Plano (TX); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Black Box in Plano, TX seeks an experienced Delivery Manager to own end-to-end account delivery across multiple projects. You will drive governance, ensure SLA adherence, manage budgets, and coordinate with PMs, Sales and Solution Architects to deliver outcomes and optimize margins.

You will act as the primary client liaison for delivery lifecycle, sustain CSAT, and guide pursuit and renewal discussions with a focus on delivery capabilities and account growth.

Responsibilities

• Drive delivery execution and delivery excellence in adherence to SLAs.
• Primary owner for account delivery & management 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.

Job description

Black Box in Plano, TX seeks an experienced Delivery Manager to own end-to-end account delivery across multiple projects. You will drive governance, ensure SLA adherence, manage budgets, and coordinate with PMs, Sales and Solution Architects to deliver outcomes and optimize margins.

You will act as the primary client liaison for delivery lifecycle, sustain CSAT, and guide pursuit and renewal discussions with a focus on delivery capabilities and account growth.