An account delivery manager to manage the IT Infrastructure outsourcing engagement for a Fortune 100 client, as an Account delivery leader. The delivery responsibility is for managing an end to end infrastructure outsourcing contract delivered by Mphasis using its own globally located resources, largely in India, Canada and US, as well as 3rd party providers for specific services. The KRAs for the role are client CSAT which includes goals on innovation and customer experience, and financial metrics (revenue and profitability), people metrics (ESAT and talent development).

Roles & Responsibilities:

· Account governance and representation of Mphasis in client forums and reviews

· Providing thought leadership and contributing to Customer success – position Mphasis as a trusted partner to the client’s business

· People management, team performance governance and delivery governance for large teams

· Management of globally IS technical delivery teams across multiple programs/ projects covering various client initiatives and spanning multiple infrastructure towers, meeting client expectations and contractual commitments consistently.

· Technical engagement with client to generate proactive innovations and transformation initiatives resulting in a positive client experience, client risk management as well as revenue opportunities for Mphasis

· Management of overall P&L for the account of $20-25mn and driving cost optimization initiatives

· Working closely with the Sales Leader to Grow the Account Globally.

· Proven track record of success driving excellent client relationships, strategic client partnership, delivery/account management and deployment of large scale and high quality, contemporary, infrastructure technology solutions. A successful track record delivering on CSAT and financial metrics

Process Skills:

· A technical background in infrastructure services and experience managing IS account delivery based on ITIL processes and deployment of new services under Infrastructure services

· Preferably handled services or worked in India Service providers outsourcing contracts

· Profile would call for clear understanding of automation led infrastructure delivery, deployment of Quality Management System to measure the CSAT, client end user experience and Success of contracted deliverables

· Proven experience in building and managing client relationships at CIO, department head and business stakeholder levels. Strong business acumen and partnership skills. Managing 3rd party vendors.

· Proven ability in Account management and Governance, including contract management of large, “total outsourcing” contracts with Managed services. Should have led global, UK/Europe/US based accounts of GBP 50M TCV and more.

· Ability to manage globally distributed technical delivery teams across multiple programs/projects covering various customer geographies, covering full spectrum of infrastructure services – End user, service desk, data center, networks, information security, cloud services and cross functional scope.

Behavioral Skills:

· Participates as a team member and fosters teamwork by inter-group coordination within the modules of the project.

· Effectively collaborates and communicates with the stakeholders and ensure client satisfaction

· Train and coach members of project groups to ensure effective knowledge management activity.

Qualification:

· Somebody who has Minimum experience of 15+ years and relevant experience in Infrastructure operations & Delivery Management

· Education qualification: B.Tech, BE, BCA, MCA, M. Tech or similar advanced educational degree

What’s in for you?

· At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.

· With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.

· You get an open and transparent culture along with freedom to experimentation and innovation

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays

Job Type: Full-time

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: Remote

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