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Open nowPosted 2 days ago

Account Delivery Manager - Structured Cabling

Black Box121 open roles

Where
PHOENIX, AZ, United States
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Your applicationOpen nowAccount Delivery Manager - Structured CablingBlack Box · PHOENIX, AZ, United States

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  2. CV RocketCV written for this posting.

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market. Black Box postings stay open a median of 12 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 2 days ago

Black Box median: 12 days open

The posting

Job Description

Role description:

  • Responsible for continuity, renewal, and profitability of the assigned account(s) in a vertical, with a strong focus on delivery governance and operational efficiency.
  • Act as the single point of accountability for client delivery outcomes – managing delivery across horizontals through coordination with PMs and delivery ops.
  • Work in collaboration with Sales team (Vertical AM/BDM/Sol. Arch.) to drive client satisfaction and enable delivery-led growth through account-specific SLA achievement.
  • Coordinate and act as conduit for overall delivery – stitching together an account view by working together with PM’s, Account manager and Practitioner sales.

Key responsibilities:

  • Drive delivery execution and delivery excellence in adherence to SLAs.
  • Primary owner for account delivery & mgmt. of all projects under the assigned account: account level SLAs, reviews, resource planning, CSAT & budget.
  • Partner with WMG to manage capacity planning and secure timely staffing; collaborate with Horizontal PMs to ensure aligned delivery execution.
  • Ensure adherence to technical documentation required by client for project.
  • Tracking and monitoring project specific KPIs and reporting the same in prescribed format to develop an account-level tracking; sharing inputs with AM as well.
  • Tracking resource cost forecasts on existing projects; prepare and share weekly/monthly reports to Delivery director for tracking of key cost metrics.
  • Drive operational metrics for project & provide inputs to AM/Business Development Manager for account-level planning.
  • Support AM and Solution Architect in identification of margin improvement initiatives (including automation); drive implementation/ operationalization.
  • Drive customer satisfaction by being primary relationship holder with key client stakeholders for delivery of all projects.
  • Serve as the primary contact for clients, managing stakeholder relationships & ensuring satisfaction throughout the delivery lifecycle. Drive CSAT improvement actions based on delivery feedback.
  • Lead governance activities for project & support in account-level governance.
  • Collaborate in creation of project specific delivery plan along with Project managers and drive periodic reviews with the client.
  • Drive and coordinate account governance activities (incl. QBRs, MBRs), validate invoice and follow-up on collections.
  • Participate in client pursuit and support account growth.
  • Contribute delivery insights to pursuit and renewal discussions to ensure alignment of commitments with delivery capabilities. Identify opportunities for extension within the account- delivery trends, capability gaps, or upsell/cross-sell opportunities; provide input on new account leads.

Key Interfaces:

  • Interacts with Account Managers, PM's and Delivery Ops for tracking of operational and financial metrics for the projects.
  • Share inputs with AM on any additional resource requirements to deliver current project.
  • SoW e.g. address underperformance, scope miss or performance issue.
  • Coordinate with AM/BDM, Practitioner Sales, Solution Architect for project kick-off.
  • Coordinate with WMG for capacity planning and fulfillment of resource requisitions.

Key Metrics:

  • KPIs
  • Gross Margin %
  • Invoiced Revenue
  • Client satisfaction (CSAT score)
  • Cost overruns - Negative margin accounts (#, Revenue, Gross Margin)

Key Result Areas (KRAs)

  • Delivery Quality scores (SLA compliance, COQ, COPQ)
  • % On-time delivery
  • % Variance in GM forecast vs actual
  • Account Expansion %

#LI-VB1

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