Account Delivery Head

1 day ago

bangalore, 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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