Role: Account Delivery Head
Location: Boston or Marlborough, MA
Type: Fulltime
Job description:
The Account Delivery Head is responsible for overseeing end-to-end service delivery for one or more client accounts, ensuring high-quality execution, customer satisfaction, operational efficiency, and financial performance. This role acts as the primary leader for delivery governance, team management, and strategic account growth, while maintaining strong client relationships and ensuring commitments are met.
Key Responsibilities
- Lead end-to-end delivery operations for assigned client accounts.
- Ensure delivery commitments are met in terms of quality, timelines, cost, and service levels.
- Build and maintain strong relationships with client stakeholders and act as a trusted advisor.
- Drive customer satisfaction and proactively address delivery risks, issues, and escalations.
- Manage account governance, including regular reviews, reporting, and performance tracking.
- Oversee resource planning, capacity management, and team utilization across delivery functions.
- Ensure compliance with organizational processes, contractual obligations, and quality standards.
- Collaborate with sales, solutions, and account management teams to identify growth opportunities.
- Drive continuous improvement, operational excellence, and transformation initiatives within the account.
- Own delivery financials, including revenue, margin, forecasting, and cost optimization.
- Mentor and lead delivery managers, project managers, and cross-functional teams.
- Support transition, change management, and service stabilization for new or expanding engagements.
Required Skills & Qualifications
- Extensive experience in account management, delivery leadership, program management, or operations.
- Strong understanding of service delivery models, client engagement, and operational governance.
- Proven experience managing large accounts, cross-functional teams, and senior client stakeholders.
- Strong financial acumen, including budgeting, forecasting, and margin management.
- Excellent communication, leadership, negotiation, and stakeholder management skills.
- Ability to manage multiple priorities in a fast-paced, client-facing environment.
- Experience in risk management, escalation handling, and service improvement initiatives.
Key Performance Indicators (KPIs)
- Client satisfaction and retention
- SLA/KPI achievement
- Revenue and margin performance
- Delivery quality and timeliness
- Escalation resolution effectiveness
- Team utilization and productivity
- Account growth and expansion support