Account Delivery Manager - Structured Cabling

Black Box•Phoenix, AZ

20d

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. This role is the single point of accountability for client delivery outcomes, coordinating delivery across horizontal teams with project managers and delivery operations. The manager partners with Sales, including Vertical Account Managers, Business Development Managers, and Solution Architects, to drive client satisfaction and delivery-led growth through account-specific SLA achievement. The role coordinates overall delivery by bringing together project managers, account management, and practitioner sales. It owns account delivery and project-level governance, monitors operational and financial performance, manages client relationships, supports staffing and capacity planning, and contributes delivery insights to pursuit, renewal, and account-growth 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 documentation is completed for projects.
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 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.
Act as the primary delivery relationship holder with key client stakeholders and drive customer satisfaction across projects.
Serve as the primary client contact, managing stakeholder relationships and 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 to create project-specific delivery plans and lead 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.
Contribute delivery insights to pursuit and renewal discussions to align commitments with delivery capabilities.
Identify account-extension opportunities based on delivery trends, capability gaps, and upsell or cross-sell potential; provide input on new account leads.
Coordinate with Account Managers, project managers, and Delivery Operations to track project operational and financial metrics.
Share additional resource requirements for current project delivery with the Account Manager.
Coordinate with the Account Manager or Business Development Manager, Practitioner Sales, and Solution Architect for project kickoffs.
Coordinate with WMG on capacity planning and fulfillment of resource requisitions.