Hexaware Technologies
The Account Service Delivery Manager is responsible for managing and delivering high-quality services to clients while ensuring alignment with business objectives. This role involves overseeing end-to-end service delivery, maintaining strong client relationships, driving operational excellence, and ensuring customer satisfaction.
Key Responsibilities Client Relationship Management
Act as the primary point of contact for clients, ensuring their needs are met and expectations are exceeded.
Build and maintain strong, long-term relationships with stakeholders.
Regularly engage with clients to understand their evolving requirements and provide tailored solutions.
Service Delivery Management
Oversee the end-to-end delivery of services, ensuring adherence to SLAs and KPIs.
Monitor and improve service quality, ensuring operational efficiency and excellence.
Proactively identify and address potential risks or issues in service delivery.
Lead and mentor the delivery team, fostering a culture of collaboration and performance excellence.
Ensure the team is equipped with the necessary skills and resources to meet client requirements.
Conduct regular performance reviews and provide constructive feedback.
Operational Excellence
Develop and implement strategies to optimize service delivery processes.
Drive continuous improvement initiatives to enhance efficiency and effectiveness.
Ensure compliance with organizational policies, standards, and regulatory requirements.
Manage budgets, ensuring cost-effective delivery of services.
Monitor financial performance and profitability of accounts.
Identify opportunities for upselling or cross-selling additional services to clients.
Reporting and Communication
Prepare and present regular reports on service performance, client satisfaction, and operational metrics.
Communicate effectively with internal and external stakeholders.
Key Skills and Competencies
Strong client relationship management and communication skills.
Proven ability to manage and deliver services in a fast-paced environment.
Excellent problem-solving and decision-making abilities.
Strong leadership and team management skills.
Knowledge of service delivery frameworks (e.g., ITIL, Agile).
Financial acumen and ability to manage budgets.
Analytical mindset with attention to detail.
Qualifications and Experience
Bachelor’s degree in business administration, IT or a related field (master’s degree preferred).
10+ years of experience in service delivery, account management, or a similar role.
Experience in managing large-scale accounts or projects.
Familiarity with industry-specific tools and technologies.
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Key Responsibilities Client Relationship Management
Act as the primary point of contact for clients, ensuring their needs are met and expectations are exceeded.
Build and maintain strong, long-term relationships with stakeholders.
Regularly engage with clients to understand their evolving requirements and provide tailored solutions.
Service Delivery Management
Oversee the end-to-end delivery of services, ensuring adherence to SLAs and KPIs.
Monitor and improve service quality, ensuring operational efficiency and excellence.
Proactively identify and address potential risks or issues in service delivery.
Lead and mentor the delivery team, fostering a culture of collaboration and performance excellence.
Ensure the team is equipped with the necessary skills and resources to meet client requirements.
Conduct regular performance reviews and provide constructive feedback.
Operational Excellence
Develop and implement strategies to optimize service delivery processes.
Drive continuous improvement initiatives to enhance efficiency and effectiveness.
Ensure compliance with organizational policies, standards, and regulatory requirements.
Manage budgets, ensuring cost-effective delivery of services.
Monitor financial performance and profitability of accounts.
Identify opportunities for upselling or cross-selling additional services to clients.
Reporting and Communication
Prepare and present regular reports on service performance, client satisfaction, and operational metrics.
Communicate effectively with internal and external stakeholders.
Key Skills and Competencies
Strong client relationship management and communication skills.
Proven ability to manage and deliver services in a fast-paced environment.
Excellent problem-solving and decision-making abilities.
Strong leadership and team management skills.
Knowledge of service delivery frameworks (e.g., ITIL, Agile).
Financial acumen and ability to manage budgets.
Analytical mindset with attention to detail.
Qualifications and Experience
Bachelor’s degree in business administration, IT or a related field (master’s degree preferred).
10+ years of experience in service delivery, account management, or a similar role.
Experience in managing large-scale accounts or projects.
Familiarity with industry-specific tools and technologies.
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