Account Delivery Manager - Structured Cabling

Black Box•Phoenix, AZ

10d

About The Position

The Account Delivery Manager is responsible for continuity, renewal, and profitability of assigned accounts within a vertical, with a strong focus on delivery governance and operational efficiency. The role serves as the single point of accountability for client delivery outcomes, coordinating delivery across teams and working with Project Managers and delivery operations. In collaboration with Sales, including Vertical Account Managers, Business Development Managers, and Solution Architects, the manager supports client satisfaction and delivery-led account growth through achievement of account-specific SLAs. The role owns account-level delivery and project management, including SLAs, reviews, resource planning, customer satisfaction, and budgets. It tracks project KPIs, resource cost forecasts, operational metrics, and delivery quality, and prepares reporting for relevant stakeholders. The manager serves as a primary delivery contact for client stakeholders, leads project and account governance, supports pursuit and renewal activity, and identifies opportunities to improve margins and expand the account.

Responsibilities

Drive delivery execution and delivery excellence in adherence to SLAs.
Own account delivery and management of all projects under the assigned account, including account-level SLAs, reviews, resource planning, CSAT, and budget.
Partner with WMG on capacity planning and timely staffing, and collaborate with Horizontal Project Managers on aligned delivery execution.
Ensure adherence to client-required technical documentation for projects.
Track and monitor project-specific KPIs, report them in the prescribed format to establish account-level tracking, and share inputs with the Account Manager.
Track resource cost forecasts on existing projects and prepare weekly or monthly reports for the Delivery Director on key cost metrics.
Drive project operational metrics and provide inputs to the Account Manager and 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 and operationalization.
Serve as the primary delivery relationship holder with key client stakeholders and drive customer satisfaction across projects.
Act as the primary client contact, manage stakeholder relationships, and ensure satisfaction throughout the delivery lifecycle.
Drive CSAT improvement actions based on delivery feedback.
Lead project governance activities and support account-level governance.
Collaborate with Project Managers on project-specific delivery plans and drive periodic client reviews.
Drive and coordinate account governance, including QBRs and MBRs; validate invoices and follow up on collections.
Participate in client pursuits and support account growth.
Contribute delivery insights to pursuit and renewal discussions to align commitments with delivery capabilities.
Identify account-extension opportunities based on delivery trends, capability gaps, or upsell and cross-sell opportunities, and provide input on new account leads.
Coordinate with Account Managers, Project Managers, and Delivery Operations to track project operational and financial metrics.
Share information with the Account Manager about additional resource needs for current projects and statements of work, including underperformance, scope misses, or performance issues.
Coordinate with the Account Manager, Business Development Manager, Practitioner Sales, and Solution Architect for project kick-offs.
Coordinate with WMG on capacity planning and fulfillment of resource requisitions.