Account Delivery Manager - Structured Cabling

Black Box•United States,

11d

About The Position

The Account Delivery Manager is responsible for continuity, renewal, and profitability of assigned accounts within a vertical, with a focus on delivery governance and operational efficiency. The role is 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, the role supports client satisfaction, SLA achievement, delivery-led growth, account governance, and account expansion.

Responsibilities

Drive delivery execution and excellence in adherence to SLAs.
Own delivery and management of all projects under the assigned account, including account-level SLAs, reviews, resource planning, customer satisfaction, and budget.
Partner with WMG on capacity planning and timely staffing, and collaborate with horizontal project managers to align delivery execution.
Ensure project adherence to client-required technical documentation.
Track project-specific KPIs, report them in the prescribed format, develop account-level tracking, and share inputs with the Account Manager.
Track resource cost forecasts for existing projects and provide weekly or monthly reports to 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 and implementing margin-improvement initiatives, including automation.
Serve as the primary delivery relationship holder and client contact, managing stakeholder relationships and satisfaction throughout the delivery lifecycle.
Drive customer satisfaction improvement actions based on delivery feedback.
Lead project governance and support account-level governance.
Collaborate with project managers to create project-specific delivery plans and conduct periodic client reviews.
Coordinate account governance activities, including QBRs and MBRs; validate invoices and follow up on collections.
Participate in client pursuits and support account growth, providing delivery insights to pursuit and renewal discussions to align commitments with delivery capabilities.
Identify account extension opportunities based on delivery trends, capability gaps, and potential upsell or cross-sell opportunities; provide input on new account leads.
Coordinate project kick-offs with the Account Manager, Business Development Manager, Practitioner Sales, and Solution Architect.
Coordinate with WMG on capacity planning and fulfillment of resource requisitions.
Share with the Account Manager any additional resource needs or SoW-related delivery issues, such as underperformance, scope misses, or performance issues.