Client Delivery Lead - Growth & Operational Excellence

Northern Base; Columbus (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

Northern Base in Columbus, OH seeks a senior client account lead to own relationships with client leadership and act as the face of delivery onsite. You will drive end-to-end service delivery across portfolios, ensure SLA/KPI adherence, manage governance forums, and identify growth opportunities while coordinating onsite and offshore teams.

Responsibilities include governance leadership, financial accountability, risk management, and continuous improvement to deliver value for the utilities

Qualifications

• Strong customer facing skills.
• Ability to enable farming of account and develop growth opportunities.

Responsibilities

• Client Relationship & Account Ownership: Act as primary interface between client leadership and TCS; build strong relationships with Directors and Account Stakeholders; own overall account satisfaction and engagement health; represent delivery onsite.
• End-to-End Service Ownership across Towers/Portfolios: Drive integrated delivery; ensure SLA/KPI adherence, quality, and timeliness; oversee incident/problem/change governance and production stability.
• Demand Management & Business Alignment: Understand client priorities in Utilities domain grid, billing, trading, and compliance; translate into enhancements, projects, or transformation initiatives; work with delivery teams.
• Governance & Executive Reporting: Lead weekly reviews, monthly PMR/QBR, and leadership connects; present SLA/KPI performance, risks, mitigation plans, and improvement roadmap; track actions.
• Financial & Commercial Accountability: Own account metrics like revenue realization, resource utilization, and gross margin; identify growth opportunities; support renewals and pricing.
• Risk & Escalation Management: Identify risks proactively; manage client escalations and critical incidents; drive RCA-based corrective/preventive actions.
• Onsite Offshore Coordination: Ensure seamless coordination between onsite client-facing teams and offshore delivery; maintain structured cadence.
• Client Feedback & Continuous Improvement: Capture feedback; drive automation, service improvements, and innovation; translate into actionable plans.
• Compliance & Utilities Domain Governance: Ensure security standards (NERC/CIP) and audit/compliance; align with regulatory standards and customer policies.

Skills

Strong customer facing skills

Account growth opportunities

Job description

Northern Base in Columbus, OH seeks a senior client account lead to own relationships with client leadership and act as the face of delivery onsite. You will drive end-to-end service delivery across portfolios, ensure SLA/KPI adherence, manage governance forums, and identify growth opportunities while coordinating onsite and offshore teams.

Responsibilities include governance leadership, financial accountability, risk management, and continuous improvement to deliver value for the utilities