Account Delivery Head

Key Responsibilities:

• Client Satisfaction & Retention: Ensure high client satisfaction by monitoring CSAT/NPS scores, managing renewals, and maintaining strong client relationships to drive account retention.
• Delivery Excellence & SLA Adherence: Oversee project delivery, ensuring adherence to SLAs, quality standards, and timely execution across all engagements within the account.
• Financial Performance Management: Manage the financial health of the account, including revenue, profitability, and cost optimization, while driving sustainable growth.
• Talent Management & Team Growth: Lead recruitment, development, and retention of key resources (TDMs, Architects), fostering skill development and engagement within the account team.
• Account Growth & Cross-Sell/Upsell: Identify opportunities for account expansion, including EE (existing engagement) and EN (new engagement), and execute cross-sell and upsell initiatives.

Key Skills & Experience:

• Experience: 12–18 years in IT Services Delivery & Account Management.
• Delivery Governance: Strong background in managing SLAs, project/program delivery, and service excellence.
• Financial Acumen: Proven ability to manage account P&L, revenue growth, and profitability.
• Client Management: Strong track record of CXO/VP-level engagement with high CSAT/NPS outcomes.
• Account Growth: Demonstrated success in cross-sell/upsell and expanding existing client relationships.
• Team Leadership: Experience in hiring, managing, and developing account teams (TDMs, Architects, SMEs).
• Communication: Strong executive presence, stakeholder management, and negotiation skills.