Key Responsibilities

Client Relationship & Delivery Ownership

• Serve as the primary delivery lead and client contact for assigned accounts.
• Develop a deep understanding of client business context, evolving needs, and future plans.
• Collaborate with Sales/Pre-sales and Delivery Leadership in identification of upsell and cross-sell opportunities within the assigned accounts, ensure delivery readiness and support client conversations as needed. 
• Own SoW renewals, support rate card discussions, and contribute to proposal development from a delivery feasibility and planning perspective.

Delivery Excellence

• Ensure consistent, high-quality service delivery aligned with client expectations and internal standards.
• Along with financial metrics, monitor and manage delivery KPIs such as utilization, performance, and delivery health metrics.
• Proactively address and resolve delivery issues, risks, or conflicts, escalating when necessary.
• Promote delivery best practices and collaborate with peers to ensure knowledge sharing across accounts.

Team Management

• Build, lead, and retain effective delivery teams.
• Provide regular coaching, feedback, and career development support to team members.
• Conduct performance reviews and align team goals with account objectives.
• Regularly collaborate with People Partner to manage attrition risks and identify crucial personnel.
• Foster a culture of ownership, quality, and continuous improvement.

Operational Execution

• Work with Talent Acquisition, Resource Management, and Project Management to ensure timely and optimal staffing for account needs.
• Maintain accurate delivery planning and forecasting, including ramp-up and roll-off projections.
• Oversee onboarding and offboarding processes for delivery team members on the client side.
• Ensure compliance with internal tools, systems, and processes (e.g., time tracking, reporting, documentation).

Requirements

• 4–6 years of delivery or project management experience in IT outsourcing or professional services. Solid technical background/education preferred. 
• Proven experience managing client relationships and delivery teams across distributed geographies.
• Strong understanding of service delivery metrics, commercial terms (SoW, rate cards), and account health indicators.
• Excellent client-facing, interpersonal, and conflict resolution skills.
• Solid people management capabilities with a focus on team engagement and growth.
• High accountability, ownership mindset, and attention to detail.
• Strong collaboration skills with cross-functional stakeholders (e.g., Sales, TA, HR Finance, Operations, Practices).
• English level: upper-intermediate or advanced

Key Performance Indicators (KPIs)

• Portfolio GM remains above the baseline
• Account GM target met
• Account Revenue Growth (YoY)
• SoW Renewal Timeliness
• Client Satisfaction Score (CSAT)
• Team Utilization Rate
• Team Retention / Attrition Rate