Account Delivery Head

3 weeks ago

Bengaluru, India TRUGlobal Full time

Job Title: Account Delivery Head (Customer Account) Location: Bangalore Office, MG Road Work Mode: 5 days a week, Work from Office (WFO) Shift & Availability: 2:00 PM to 9:00 PM IST from office, with flexibility to support remotely until 1:00 AM IST for client calls, critical reviews, and escalations (US PST alignment). Verticals: Medical Device Manufacturing / Semiconductor Manufacturing / Hi-tech Horizontals: IT Infrastructure / CyberSec / ServiceNow / SAP / Salesforce / MES / JDA / Merchandising / QE / AI Key Experience: - Delivery Excellence & SLA Adherence - Process, SOPs & Compliance - Org Structure & Talent Management - Client Satisfaction - Thought Leadership and Strategic thinking Preferred Background: - 15+ years of experience in IT services delivery management and enterprise account delivery. - Started career in a hands-on technology role (such as developer, engineer, or architect) and then progressed into delivery manager and currently handling a complete customer account leading multiple towers TDMs. - IT Services / Managed Services leading a multi-tower account across IT Infrastructure, Cybersecurity, ServiceNow, SAP, Salesforce, MES, Blue Yonder (JDA), QE, AI for clients in Medical Devices, Semiconductors, and Hi-Tech. - Responsible for end-to-end account delivery, including managing horizontal TDMs (Infra, Cyber, ERP/SaaS, MES, QE, AI) reporting into this role and owning delivery for their own tower. - Proven track record of leading large-scale, complex delivery engagements for global clients. - Strong client management, communication, and problem-solving abilities. - Experience working with distributed teams across onsite/offshore models. - Demonstrated leadership in building high-performance delivery teams. Key Responsibilities: Client Satisfaction & Retention - Build and maintain strong, trust-based relationships with client stakeholders. - Monitor CSAT/NPS scores and proactively address issues impacting customer experience. - Serve as the senior delivery escalation point and ensure timely resolution of service concerns. - Drive initiatives that enhance long-term client engagement and retention. Delivery Excellence & SLA Adherence - Oversee all aspects of project delivery to ensure compliance with contractual SLAs, timelines, and quality standards. - Establish and manage delivery governance frameworks, review mechanisms, and performance dashboards. - Ensure delivery methodologies and processes are consistently applied across all engagements. - Promote continuous improvement and adoption of best practices in delivery execution. Talent Management & Team Growth - Lead, coach, and mentor Technical Delivery Managers, Architects, and key delivery personnel. - Build a strong, motivated, and high-performing delivery team through structured learning and career development initiatives. - Foster a culture of accountability, collaboration, and operational discipline within the team. - Work with HR and CoEs to ensure appropriate skill alignment and workforce planning. Governance & Continuous Improvement - Conduct regular internal and client governance meetings focused on delivery health, risks, and improvement plans. - Identify and implement process improvements to increase delivery efficiency and service quality. - Ensure proactive risk identification, mitigation, and transparent communication with stakeholders. - Champion continuous improvement programs across delivery teams to drive operational excellence.

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    Bengaluru, India TRUGlobal Full time

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    Bengaluru, India TRUGlobal Full time

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    Bengaluru, India TRUGlobal Full time

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