Delivery / Account Manager – Infrastructure Services

Mphasis; New York (NY); On-site; USD 165,000 - 170,000; Full time

Job summary

Mphasis is seeking a senior Delivery / Account Manager – Infrastructure Services to lead end-to-end delivery for complex infrastructure services engagements supporting major Banking and Financial Services clients. This role will own delivery excellence, client relationships, and performance across large global delivery teams in regulated BFS environments.

The ideal candidate has a strong background in global IT services or managed services, with proven experience managing large BFS portfolios,

Qualifications

• Senior delivery/Account Manager with infrastructure services experience in BFS/Banking.
• Proven ability to manage global onshore/offshore delivery teams.
• Strong financial governance and service performance management.

Responsibilities

• Own end-to-end infrastructure service delivery across multiple towers with stability.
• Accountable for SLA, KPI, and regulatory adherence.
• Lead executive communication with senior stakeholders and escalation.
• Govern contractual scope, change controls, and audits.
• Deliver CSI and continuous improvement across engagements.

Job description

We are seeking a senior Delivery / Account Manager – Infrastructure Services to lead end‑to‑end delivery for complex infrastructure services engagements supporting major Banking and Financial Services clients. This role will own delivery excellence, client relationships, operational performance, financial and cost governance, service improvement, and large‑scale global delivery teams. The ideal candidate will bring a strong background in global IT services or managed services, with proven experience managing large BFS portfolios, complex onsite/offshore delivery organizations, senior client stakeholders, and large‑scale transitions or transformations. This is a highly independent, delivery‑focused leadership role requiring strong operational discipline, financial acumen, technical depth across infrastructure services, and the ability to drive stability, productivity, and continuous improvement across complex engagements. More about the role:

• Own end‑to‑end steady‑state infrastructure service delivery across multiple towers, ensuring stability, predictability, and zero tolerance for control breaches in regulated BFS environments.
• Accountable for SLA, KPI, and regulatory adherence, including availability, incident, change, problem, and request metrics aligned to banking standards.
• Act as the single point of accountability for senior banking stakeholders, driving transparent communication, escalation management, and service confidence.
• Govern contractual scope, assumptions, and change controls, ensuring delivery compliance with BFS contracts, audits, and regulatory obligations.
• Own financial governance—run‑rate control, forecast vs actuals, billing validation, and margin protection without compromising service quality.
• Lead resource and capacity management, ensuring the right skills, coverage, segregation of duties, and operational resilience mandated by BFS clients.
• Enforce ITIL‑based service operations, change governance (CAB), audit readiness, and measurable continual service improvement (CSI).
• Proactively manage operational risks and compliance impacts, with early visibility into service threats across security, access, tooling, and dependencies.
• Deliver executive‑grade reporting with clear service health, risk posture, compliance status, and decision asks for client and internal leadership.
• Support delivery‑led sales and account growth, contributing to renewals, extensions, service improvements, and solution shaping through delivery credibility and performance insights.
• Bring strong technical depth across infrastructure domains to challenge, guide, and govern technical teams—without hands‑on execution—ensuring sound decisions in regulated environments.
• Lead service transitions and controlled transformations (run stabilization, tooling uplift, process standardization), ensuring zero disruption to BAU and full audit traceability.

Expected compensation: $165K -170K base