Decision-Making & Autonomy Overview

• Owns day-to-day delivery execution and team performance with full autonomy
• Acts as the primary client contact and first-level escalation point
• Makes independent decisions on delivery planning, risk mitigation, and resource coordination
• Collaborates on scope changes, hiring, and service design with Delivery and Commercial leaders
• Escalates only strategic, legal, or high-impact commercial matters to leadership
  

Client Relationship and Stakeholder Management

• Act as the single point of contact and escalation for all client-side coordination.
• Engage regularly with each stakeholder group to align on scope, expectations, and performance.
• Develop a deep understanding of client business context, evolving needs, and future plans.
• Meet regularly with the Vertical Leader / Account Manager and VPD / DD to run a structured account health check.
• 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. 
• Supports Senior Management in strategic initiatives planning and execution. Ensure delivery aligns with evolving client goals, roadmap shifts, and internal priorities.

Team Oversight and Support

• Meet with each team member periodically to understand their work, flag blockers, and support retention.
• Monitor overall team performance and morale, escalating concerns early.
• Coordinate interviews and participate in interviewing for new or replacement roles.
• Build and retain effective delivery teams, lead them in case such is required by contract.
• Anticipate headcount needs, coordinate with TA, and manage role transitions
• Provide regular coaching, feedback, and career development support to team members.
• Conduct performance reviews to ensure team members’ competences and skills are aligned with account and project objectives.
• Regularly collaborate with People Partner to manage attrition risks and identify key personnel.
• Foster a culture of ownership, quality, and continuous improvement.

Delivery Governance & Coordination

• Set the standard framework for Delivery Governance tailored to the account needs and peculiarities.
• Oversee day-to-day operations across all workstreams, ensuring timelines, quality, and scope adherence.
• Setup and ensure healthy use of the communication channels and tools (knowledge base, chats, emails, boards, backlog and roadmapping etc.)
• Maintain and own the account Confluence space, containing: central account and  project plans,  live action item list, ongoing to-do tracker, documentation of meeting notes, decisions, and progress
• Attend all relevant internal and client meetings (e.g. bi-weekly status), take and store notes, and translate them into action items.
• Establish the layered project quality and account health monitoring system; regularly assess delivery and operational health across the account.
• Keep track of key delivery KPIs and metrics such as: team churn / attrition, utilization, velocity, estimation accuracy, staffing time, escalation resolution.
• Ensure client satisfaction indicators are established, aligned with internal and external stakeholders, keep those up to date, ensure relevance. 
• Establish and run risk assessment and management procedures in accordance to the best practices.

Commercial & Contractual Administration

• Coordinate SOW and MSA renewals in alignment with engagement needs and timelines.
• Support rate card updates, communication loops, and approvals; reflect adjustments in the corresponding project documentation.
• Ensure role and scope changes are accurately reflected in documentation and contracts.
• Contribute to proposal development from a delivery feasibility and planning perspective.
• Responsible for ongoing budget performance monitoring in collaboration with DD and FinPartner (revenue and gross profit projection, maintaining acceptable deviation of the labor margin, ensures gross margin threshold adherence).

Knowledge and Insight Management

• Maintain an institutional knowledge base (e.g. what is working, what is not, opportunities, lessons learned).
• Accumulate detailed and comprehensive view of account peculiarities and stakeholders’ profiles
• Identify service gaps and propose mitigations or improvements.
• Ensure lessons learned are gathered and acted upon
• Drive insights and long-term value
• Collect and elevate case studies to support company growth. Log partnership use cases (e.g. Snowflake)

Operational Execution and Compliance

• Work with Talent Acquisition, Resource Management, and Project Management to ensure timely and optimal staffing for account needs.
• Oversee onboarding and offboarding processes for delivery team members on the client side.
• Maintain accurate delivery planning and forecasting, including ramp-up and roll-off projections.
• Adhere to compliance across the various work streams: ensure compliance with internal tools, systems, and processes (e.g., time tracking, reporting, documentation).
• Own access setup and troubleshooting, coordinating with IT and client teams as needed.
• Ensure meaningful use of AI tools (incl. best practices)