Account Delivery Head

Job Description – Account Delivery Head

Position : Account Delivery Head

Experience : 15+ years in IT Services Delivery & Account Management

Role Overview

The Account Delivery Head will be responsible for end-to-end delivery, client relationship management, and account growth for strategic accounts. This leadership role demands strong expertise in IT services delivery across Infra, Cloud, Security, Salesforce, Analytics, AI, and Microsoft solutions. The role also requires P&L ownership, governance, and the ability to drive customer success through high-quality delivery and trusted client partnerships.

Key Responsibilities

Client Engagement & Relationship Management

• Build and maintain strong relationships with CXO-level stakeholders in assigned client accounts.
• Act as a trusted advisor and escalation point for client issues.
• Drive client satisfaction (NPS) by delivering business value and ensuring consistent communication.

Delivery Excellence

• Ensure high-quality delivery of IT services, solutions, and projects across Infra, Cloud, Security, Salesforce, Analytics, AI, and Microsoft solutions .
• Define and monitor SLAs, KPIs, and compliance metrics .
• Implement delivery frameworks and best practices to ensure operational efficiency and customer success.

P&L Ownership

• Own account profitability including revenue, margins, resource utilization, and cost optimization.
• Ensure sustainable and predictable financial growth through disciplined delivery execution.

Account Growth & Strategy

• Identify opportunities for account mining, cross-sell, and upsell across the portfolio.
• Collaborate with Sales and Presales to participate in RFPs, proposals, and solutioning .
• Develop and execute account growth strategies aligned with business objectives.

Governance & Reporting

• Lead governance forums such as QBRs and steering committee meetings with clients.
• Provide transparent reporting on delivery performance, risks, opportunities, and financials.

Leadership & Team Management

• Lead and mentor Technology Delivery Managers (TDMs) and Architects across onsite and offshore teams.
• Ensure team motivation, career growth, performance management, and succession planning .
• Foster a culture of innovation, accountability, and continuous improvement .

Risk & Compliance

• Proactively identify delivery risks and establish effective mitigation strategies.
• Ensure compliance with security, audit, and regulatory requirements across accounts.

Top Skills Required

1. Experience in IT Services Company with proven delivery leadership.
2. Customer Delivery Excellence and client engagement.
3. P&L Ownership and financial accountability.
4. Account Growth Strategy (cross-sell, upsell, mining).
5. Driving NPS and client satisfaction.
6. Leading TDMs & Architects to deliver at scale.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• 15+ years of experience in IT services delivery, account management, and client leadership .
• Strong exposure to Infra, Cloud, Security, Salesforce, Analytics, AI, and Microsoft solutions .
• Proven track record of managing large accounts with multi-million-dollar revenues.
• Excellent stakeholder management, communication, and leadership skills .