Delivery Manager / Account Delivery Lead

Delivery Manager / Account Delivery Lead

Location : Singapore

Role Summary

The Delivery Manager / Account Delivery Lead will be responsible for end-to-end service delivery governance, customer relationship management, account profitability, and business growth for strategic customer accounts. The role serves as the primary interface between the customer, delivery teams, service lines, and sales organization, ensuring successful execution of engagements while driving customer satisfaction, operational excellence, and account growth.

Key Responsibilities

Delivery & Service Management

• Own and manage end-to-end delivery across all service lines and projects within the account.
• Ensure delivery commitments are met in terms of quality, timelines, SLAs, KPIs, and customer expectations.
• Drive delivery governance through periodic reviews, status reporting, risk assessments, and mitigation plans.
• Monitor project performance, resource utilization, and service quality metrics to ensure successful outcomes.
• Collaborate with cross-functional teams to resolve delivery challenges proactively.

Customer Relationship Management

• Act as the primary point of contact for customer stakeholders across business and technology functions.
• Build and maintain strong executive-level relationships with customer management teams.
• Represent offshore and global delivery teams during customer engagements and governance meetings.
• Conduct periodic customer reviews to assess satisfaction levels and identify opportunities for improvement.
• Ensure high customer satisfaction through effective communication and issue resolution.

Escalation Management

• Serve as the single point of contact for all delivery-related escalations.
• Lead resolution of critical service, project, and operational issues involving internal teams and service lines.
• Coordinate with delivery leaders, technical teams, and management to drive swift issue resolution.
• Maintain escalation logs, corrective action plans, and preventive measures to minimize recurrence.

Business Development Support

• Work closely with sales and account management teams to support account growth initiatives.
• Participate in customer meetings, workshops, and strategic discussions to identify new business opportunities.
• Drive solution discussions aligned with customer business and technology objectives.
• Support pipeline development and account expansion strategies.

Proposal & Solution Leadership

• Lead the preparation of proposals, Statements of Work (SOWs), project plans, and business presentations.
• Collaborate with solution architects, service line teams, and subject matter experts to develop winning solutions.
• Present solutions, delivery approaches, and commercial strategies to customer stakeholders.
• Ensure technical, operational, and commercial viability of proposed solutions.

Financial & P&L Ownership

• Own account-level Profit & Loss (P&L) responsibilities.
• Drive revenue growth, margin improvement, and overall account profitability.
• Monitor financial performance, including revenue, costs, billability, and utilization.
• Manage budgets, forecasts, resource plans, and financial reporting.
• Identify opportunities for operational efficiency and cost optimization.

Stakeholder Management

• Coordinate effectively between customers, delivery teams, service lines, sales teams, and executive leadership.
• Ensure alignment of business priorities with delivery execution strategies.
• Drive collaboration across global teams to achieve customer and organizational objectives.

Governance & Compliance

• Ensure adherence to organizational policies, delivery processes, and contractual obligations.
• Establish governance frameworks for project and service delivery management.
• Support audits, compliance reviews, and customer governance requirements.

Experience

• 12+ years of experience in IT solutions delivery, with extensive expertise serving Banking Financial Services and Insurance (BFSI) customers.
• Minimum 5+ years in delivery management, program management, or account management roles.
• Demonstrated experience managing large customer accounts and multi-service delivery engagements.
• Proven experience in customer-facing leadership roles and executive stakeholder management.
• Experience owning account financials and P&L management.

Key Skills & Competencies

• Delivery Management
• Program & Project Management
• Customer Relationship Management
• Account Management
• Escalation Management
• P&L Management
• Sales Support & Business Development
• Proposal & Solution Management
• Executive Stakeholder Management
• Financial Planning & Forecasting
• Risk & Issue Management
• Negotiation & Conflict Resolution
• Leadership & Team Management
• Presentation & Communication Skills