Account Service Delivery Manager

Position: Account Service Delivery Manager
Location: Chicago, IL (Onsite)
Hiring: Fulltime with Hexaware Technologies

Mandatory skills Infrastructure, Finance, Budgeting, Customer/ stale holder management, manage multiple account

Role Overview:

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.
• Team Leadership:
• 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.
• Financial Management:
• 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.

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.