Technology Account Lead

Technology Account Lead

Project Role : Technology Account Lead
Project Role Description : Function as primary contact for technology work at each account. Integrate technology contracts and engagements at the client. Leverage all technology offerings to expand the scope of technology work at the account (up-sell/cross-sell). Create the technology account plan and get the right people involved to maximize the opportunity and build the account.
Must have skills : Delivery Excellence
Good to have skills : Delivery Operations Control
Minimum 15 year(s) of experience is required
Educational Qualification : 15 years full time education

Role Summary
The Delivery Lead is responsible for coordinating end-to-end delivery of services to key enterprise customers, including execution oversight across programs/projects/contracted services, and monitoring, managing, and reporting on deliverables and service performance. The role requires experience in a multinational environment and familiarity with Business Excellence frameworks and/or service delivery practices
Key Responsibilities
Lead and/or support development of supplier/vendor/sub-contractor strategy for service delivery operations.
Identify, understand, and implement tools/initiatives that drive efficiency gains across delivery.
Manage recruiting, staffing, pyramid mix, utilization, and capacity planning to balance cost and delivery targets.
Resolve delivery performance issues in collaboration with delivery leadership and stakeholders.
Support and contribute to strategic initiatives that improve delivery outcomes for clients by partnering with relevant internal teams
Formalize delivery plans with service group delivery leadership and ensure execution across one or more delivery operations.
Drive efficiencies through standard processes, synergies, and continuous improvement levers (e.g., operational excellence / Six Sigma).
Manage supply and demand, service quality, and delivery processes to meet expectations, while continuously improving methods and outcomes.
Proactively strengthen customer relationships through regular engagement, partnering with Client Account and Account Delivery leadership.
Deliver the agreed scope of services while driving profitability improvements and productivity gains.
Manage and reduce costs on standard offerings, assets, technologies, licenses, and facilities where applicable.
Implement and track SLAs and associated financial/operational metrics support achievement of contract controllable income (CCI) and cost-to-serve targets.
Support estimate-at-completion (EAC) adjustments when required and drive year-on-year efficiencies with delivery service providers.
Act as an escalation point for delivery managers/project managers and clients to ensure customer satisfaction and timely resolution of concerns.
Own service delivery across operations including incident and change management (as applicable to the delivery scope).
Participate in account quality review processes and engage in the quality assurance program as required.
Review and validate standard solutions/models for new deals and take accountability for execution/completion.
Track duties and deliverables across multiple project managers and their respective projects to ensure delivery governance and control.
Lead career management for service delivery staff (training, engagement, mentoring, succession planning, and annual performance processes).
Act as a subject matter expert (SME), providing deep expertise and guidance to teams to optimize delivery of standard solutions.
Required Skills / Competencies (Must Have)
Strong oral and written English communication skills with ability to engage directly with clients.
Proven leadership capabilities with ability to motivate teams to meet goals and deadlines.
Conflict resolution and negotiation skills to balance customer needs with organizational priorities
Effective delegation and execution management ability to produce clear, functional reports for technical and non-technical audiences.
Ability to lead complex projects/programs where new services/tools may be introduced or created strong problem identification and action orientation
Capability to monitor performance, identify improvement opportunities, and drive service improvement activities with clients and operations teams.
Experience working with global teams and offshore/nearshore delivery models.
Strong client management and relationship-building experience.
Preferred Skills (Good to Have)
Certifications such as PMP / Agile / Scrum / Six Sigma.
Experience Guidelines (Adjustable per Level)
10+ years leading delivery (program/project/service delivery) with demonstrated ownership of SLA and operational outcomes.
15+ years of client management and relationship-building experience (where applicable to role scope).
Success Measures (What Good Looks Like)
Consistent SLA adherence and strong customer satisfaction through effective escalation management.
Improved delivery efficiency through standardization, synergies, and continuous improvement.
Strong financial discipline via CCI, cost-to-serve targets, and accurate EAC governance.
Healthy staffing/utilization and capability development through mentoring, training, and succession planning.