Account Delivery Manager - Structured Cabling

Black Box•Phoenix, AZ

23h

About The Position

Responsible for continuity, renewal, and profitability of assigned accounts within a vertical, with a strong focus on delivery governance and operational efficiency. Acts as the single point of accountability for client delivery outcomes, coordinating delivery across teams with project managers and delivery operations. Works with Sales—including the Vertical Account Manager, Business Development Manager, and Solution Architect—to drive client satisfaction and delivery-led growth through account-specific SLA achievement. The role coordinates overall delivery across project managers, account managers, and practitioner sales, while monitoring operational and financial performance. It serves as the primary delivery relationship holder for key client stakeholders, supports account governance and growth, and contributes delivery insights to pursuit and renewal discussions.

Responsibilities

Drive delivery execution and excellence in adherence to SLAs.
Own delivery management for 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 to align delivery execution.
Ensure 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 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 or 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.
Act as the primary delivery relationship holder with key client stakeholders and manage stakeholder relationships 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 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 by contributing delivery insights to pursuit and renewal discussions.
Identify account extension opportunities based on delivery trends, capability gaps, or potential 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 with the Account Manager any additional resource requirements for current project statements of work, including those related to underperformance, scope misses, or performance issues.
Coordinate with the Account Manager, Business Development Manager, Practitioner Sales, and Solution Architect for project kickoffs.
Coordinate with WMG on capacity planning and fulfillment of resource requisitions.