Account Delivery Manager, Lead SRE

About the role

A Client Engagement Leader responsible for managing an end-to-end Application Support, SRE outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and US.

Responsibilities

• Managing the multi-year, Application Support, SRE outsourcing engagement for a Fortune 100 client.
• Providing thought leadership and contributing to Customer success - position Mphasis as a trusted partner to the client's business.
• People management, team performance governance, and delivery governance for large teams.
• Management of globally IS technical delivery teams across multiple programs/ projects covering various client initiatives and spanning multiple infrastructure towers, meeting client expectations, and contractual commitments consistently.
• Technical engagement with client to generate proactive innovations and transformation initiatives resulting in a positive client experience, client risk management as well as revenue opportunities for Mphasis.
• Management of overall P&L for the account and driving cost optimization initiatives.
• Working closely with the Sales Leader to Grow the Account Globally.

Qualifications

• Broad SRE and automation leadership experience spanning enterprise infrastructure, Kubernetes/OpenShift platforms, observability, batch scheduling, and Ansible driven automation, with a strong background in production support, and large-scale transformation using AI/ML and LLM enabled operational intelligence.
• Proven track record of success driving excellent client relationships, strategic client partnership, delivery/account management and deployment of large scale and high quality, contemporary, Application Support, SRE solutions.
• A successful track record delivering on CSAT and financial metrics.
• A technical background in Application Support, SRE services and experience managing IS account delivery based on ITIL processes and deployment of new services as under Managed services.
• Proven experience in building and managing client relationships at CIO, department head and business stakeholder levels.
• Strong business acumen and partnership skills. Managing 3rd party vendors.
• Proven ability in Account management and Governance, including contract management of large, 'total outsourcing' contracts with Managed services.
• Should have led global, UK/Europe/US based accounts of GBP 15M TCV and more.
• Ability to manage globally distributed technical delivery teams across multiple programs/projects covering various customer geographies, covering full spectrum of infrastructure services - End user, service desk, data center, networks, information security, cloud services and cross functional scope.