Account Delivery Manager - Structured Cabling

About the role

Responsible for continuity, renewal, and profitability of the assigned account(s) in a vertical, with a strong focus on delivery governance and operational efficiency. Act as the single point of accountability for client delivery outcomes—managing delivery across horizontals through coordination with PMs and delivery ops. Work in collaboration with the Sales team (Vertical AM/BDM/Sol. Arch.) to drive client satisfaction and enable delivery-led growth through account-specific SLA achievement. Coordinate and act as a conduit for overall delivery by stitching together an account view in partnership with PMs, Account Managers, and Practitioner Sales.

Responsibilities

• Drive delivery execution and excellence in adherence to SLAs.
• Serve as the primary owner for account delivery and management of all projects under the assigned account, including account-level SLAs, reviews, resource planning, CSAT, and budget.
• Partner with WMG to manage capacity planning and secure timely staffing; collaborate with Horizontal PMs to ensure aligned delivery execution.
• Ensure adherence to technical documentation required by the client for projects.
• Track and monitor project-specific KPIs, reporting them in the prescribed format to develop account-level tracking; share inputs with the Account Manager.
• Track resource cost forecasts on existing projects; prepare and share weekly/monthly reports with the Delivery Director for tracking key cost metrics.
• Drive operational metrics for projects and provide inputs to the Account Manager/Business Development Manager for account-level planning.
• Support the Account Manager and Solution Architect in identifying margin improvement initiatives (including automation) and drive their implementation/operationalization.
• Drive customer satisfaction by acting as the primary relationship holder with key client stakeholders for delivery of all projects.
• Serve as the primary contact for clients, managing stakeholder relationships and ensuring satisfaction throughout the delivery lifecycle.
• Drive CSAT improvement actions based on delivery feedback.
• Lead governance activities for projects and support account-level governance.
• Collaborate in the creation of project-specific delivery plans with Project Managers and drive periodic reviews with the client.
• Drive and coordinate account governance activities (including QBRs, MBRs), validate invoices, and follow up on collections.
• Participate in client pursuit and support account growth by contributing delivery insights to pursuit and renewal discussions to ensure alignment of commitments with delivery capabilities.
• Identify opportunities for extension within the account—delivery trends, capability gaps, or upsell/cross-sell opportunities—and provide input on new account leads.

Key Interfaces

• Interact with Account Managers, PMs, and Delivery Ops to track operational and financial metrics for projects.
• Share inputs with the Account Manager on any additional resource requirements to deliver current projects (e.g., address underperformance, scope misses, or performance issues).
• Coordinate with Account Manager/BDM, Practitioner Sales, and Solution Architect for project kick-off.
• Coordinate with WMG for capacity planning and fulfillment of resource requisitions.

Key Metrics

• KPIs: Gross Margin %, Invoiced Revenue, Client satisfaction (CSAT score), Cost overruns (Negative margin accounts by #, Revenue, Gross Margin).
• Key Result Areas (KRAs): Delivery Quality scores (SLA compliance, COQ, COPQ), % On-time delivery, % Variance in GM forecast vs. actual, Account Expansion %.