Account Delivery Manager - Structured Cabling

Black Box•Phoenix, AZ

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 horizontal teams and working with project managers and delivery operations. Partners with Sales, including the Vertical Account Manager, Business Development Manager, and Solution Architect, to support client satisfaction and delivery-led account growth through achievement of account-specific SLAs. The role owns delivery management across all projects in the assigned account, including account-level SLAs, reviews, resource planning, customer satisfaction, and budgets. It tracks delivery and financial performance, supports capacity and staffing coordination, leads client and account governance, and contributes delivery insight to pursuit, renewal, and account expansion activities.

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 to align delivery execution.
Ensure client-required technical project documentation is maintained.
Track and monitor 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 client relationships throughout the delivery lifecycle.
Drive customer satisfaction and 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 conduct periodic reviews with clients.
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, and potential upsell or cross-sell opportunities; provide input on new account leads.
Share additional resource requirements and delivery concerns with the Account Manager, 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.