Formulates, oversees, and consistently evaluates the advancement of account strategies and plans, ensuring alignment with objectives and tracking progress effectively.
Nurtures senior management relationships with the customer, ensuring exceptional satisfaction.
Understands customer needs at different levels to analyze delivery requirements and contribute to customer strategic business plan.
Manages operational and tactical issues, aligning customer expectations and managing metrics and communication.
Hires, leads, and provides managerial and technical expertise cross-functional teams, ensuring goal achievement for all in scope services across all towers and implementing corrective actions, wherever required.
Establishes and manages a robust sales pipeline by pursuing new prospects and expanding within current accounts through strategic prospecting, direct engagement, and in-person meetings.
Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.
Acts as a functional manager within area of expertise, developing strategy and setting functional policy and direction.
Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 10+ years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.

Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
11 paid holidays
Additional flexible paid vacation and sick leave

Customer Delivery Manager

Key skills