Account Delivery Manager

PlanIT Group, LLC; Chandler (AZ); Presencial; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

PlanIT Group, LLC is seeking a Delivery Manager in Chandler, AZ to ensure continuity, renewal, and profitability for assigned accounts with strong delivery governance. You will serve as the primary delivery owner, coordinating across PMs, delivery ops, and sales to achieve SLAs and CSAT.

The role requires collaboration with multiple stakeholders to optimize resource planning, budgeting, and reporting while driving growth through efficient delivery and governance.

Responsabilidades

• Own continuity, renewal, and profitability of the assigned account with delivery governance.
• Be the single point of accountability for client delivery outcomes across horizontals with PMs and delivery ops.
• Collaborate with Sales to drive client satisfaction and delivery-led growth through account-specific SLA achievement.
• Coordinate delivery by aligning PMs, Account managers, and Practitioner sales.
• Drive delivery execution and excellence in adherence to SLAs.
• Own account delivery and manage all projects under the assigned account: SLAs, reviews, resources, CSAT, budget.
• Partner with WMG to manage capacity planning and staffing; align with Horizontal PMs for delivery execution.
• Ensure adherence to client technical documentation required for projects.
• Track project KPIs and report at the account level to drive improvements.
• Track resource cost forecasts and share weekly/monthly cost reports with Delivery director.
• Identify margin improvement opportunities (including automation) and drive implementation.
• Maintain primary relationships with key client stakeholders to drive CSAT throughout delivery lifecycle.
• Lead governance activities for projects and support account-level governance (QBRs, MBRs).
• Collaborate to create project delivery plans with PMs and drive periodic client reviews.
• Support pursuit and renewal discussions with delivery insights and identify upsell opportunities.

Descripción del empleo

Role Description

• Responsible for continuity, renewal, and profitability of the assigned account(s) in a vertical, with a strong focus on delivery governance and operational efficiency.
• Act as the single point of accountability for client delivery outcomes - managing delivery across horizontals through coordination with PMs and delivery ops.
• Work in collaboration with Sales team (Vertical AM/BDM/Sol. Arch.) to drive client satisfaction and enable delivery-led growth through account-specific SLA achievement.
• Coordinate and act as conduit for overall delivery - stitching together an account view by working together with PM's, Account manager and Practitioner sales.

Key Responsibilities

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