Account Delivery Lead

  • Dublin North, Dublin South, Dublin West
  • Negotiable
  • Full Time

Description

 

The Account Delivery Leader (ADL) will be accountable for the delivery of all services within a number of accounts. They will work with the Account General Manager and their management team to develop and nurture an excellent client relationship. 

The ADL will

  • Manage the delivery of the contracted services / solutions to time, cost and quality, including SLAs
  • Drives service and quality improvement by:
    • ensuring that delivery issues are fully resolved (including root cause analysis)
    • implementing service and productivity improvement and cost optimization plans
    • maximizing use of organisations capabilities, products and solutions
  • They will advise the AGM and the customer on how to transform the client business while demonstrating the innovation our client brings to our customers and driving towards a standardized, automated service delivery model.

The ADL role is a key part of the Account Delivery Engagement team and is the principal contact for all delivery issues for both the client and delivery organizations.

  • Integrates and co-ordinates services from Delivery Capability teams and between our client and 3rd-party suppliers
  • Identifies delivery issues (time, cost and quality) and ensures that the impact and resolution actions are understood by key stakeholders The ADL manages the client relationship for all Delivery activities.

 

Expectations

It is the role of the individual ADL to identify and pro-actively manage any tensions between client, AGM, and 3rd parties.

 

Client Expectations

Accountability for end to end delivery

  • Pro-active and open communication – no surprises, no excuses

Safe pair of hands

  • Predictable, reliable – zero outages, no red projects

Trusted advisor

  • Represent our client and consider the client’s viewpoint first and foremost for delivery related topics

 

Account General Manager Expectations

As for Client plus ownership of end-to-end delivery

  • Escalation by exception
  • Trusted advisor/partner
  • align priorities to those of the client and the account
  • Support the AGM’s growth agenda

 

Delivery Functions & Expectations

 Maintain a focus to drive client satisfaction

  • Ensure the team is well prepared and acting as a cohesive unit, maintaining a positive company image in front of the client
  • Manage across multiple capabilities, Service Management, back office teams and 3rd parties
  • Be able to influence behavior of others, including 3rd party suppliers, with or without direct authority to drive operational excellence and achieve customer satisfaction
  • Manage to the Account Financial Plan (AFP)
  • Generate Delivery Lead growth by upselling and cross selling into the account.
  • Delivering to the Service Level Agreement (SLA), avoiding penalties

 

 

Profile

Qualifications or Qualifying Experience:

  • At least 5-7 years of experience in leading Infrastructure and/or Application Business,
  • P&L, SLA, and Year on Year cost management
  • At least 5-7 years of experience in managing multi discipline account delivery and pursuit environment
  • Experience in understanding and resolving commercial and client satisfaction issues
  • At least 10 years IT experience in management within a large-scale technology environment

 

Skills and Knowledge:

  • Firm understanding of and demonstrated success in all aspects of the provision of Services
  • Excellent customer relationship management skills with demonstrated success
  • Demonstrated leadership skills and an ability to effectively manage cross-functional and matrix organizations
  • Excellent oral and written communication skills
  • Ability to manage conflict among multiple stakeholders in a collaborative way
  • Personal Attributes:
  • Responds well to and operates effectively under pressure
  • Deals well with complexity
  • Self-motivated and self-directed
  • Collaborative team-player
  • Results-oriented
  • Has initiative and decisiveness
  • Embraces and champions change
  • Willing and able to travel whenever necessary to support Account/Client meetings

 

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Overview

  • BC16102019
  • Dublin North, Dublin South, Dublin West
  • Negotiable
  • Full Time
  • 16th of October
  • IT
Brian Cassidy

Brian Cassidy

  • brian.cassidy@sabeo.com

EXCELLENCE IN IT RESOURCING

FOR MORE INFORMATION ON OUR SERVICES, PLEASE CONTACT SABEO DIRECT ON
01 406 4600 OR BY EMAILING INFO@SABEO.COM

EXCELLENCE IN IT RESOURCING

FOR MORE INFORMATION ON OUR SERVICES, PLEASE CONTACT SABEO DIRECT ON

01 406 4600 OR BY EMAILING INFO@SABEO.COM

The Courtyard,
Carmanhall Road,
Sandyford,
D18 C436