Account Delivery Manager Job in Stimulus Consulting (P) Ltd

Attend Account Review and present service level performance metrics and operational results at Account Review Run Operational Review Meeting Discuss service performance issues and corrective action plans with Client Management and the customer Create and maintain account information and documentation Review end-to-end support processes and recommend improvements for the account Publish and communicate service level performance results for the account Provide single point of contact to the customer for customer satisfaction delivery issues define resolution requirements Initiate delivery escalations related to customer satisfaction issues; determine and execute corrective action plan Conduct escalation post mortem and formulate improvement plan to prevent recurrence of escalation issue Create and maintain Account Quality Plan; Conduct Account Quality reviews and communicates quality compliance analysis to the customer Provide training to Delivery Leads on customer business and service requirements Collect account service delivery results and provide customer feedback for an account Develop delivery cost forecasts and drive to continually reduce the cost of delivery Consult with Client Management to translate account business strategy into delivery requirements forecast Report on account service capacity and availability issues, define and communicate customer service improvement requirements Provide single point of contact to the customer for service requests; document service requests and define completion criteria Consult with Transition manager to define and validate transition activities; ensure transition plan is developed including resource requirements Define and validate transformation objectives; ensure transformation plan is developed including resource requirementsDevelop release to production plan for new services; update and maintain Account Quality Plan as required; ensure additional SLA/SLO requirements are defined Ensure ongoing adherence to defined ITSM standards and perform maturity assessments for account Ensure compliance to customer and Global Delivery security and audit standards for Account Utilize performance reporting to develop proactive action plans for prevention of service outages and degradation Ensure all stakeholders (customer, client management, global delivery management) receive communication regarding service outages and escalations Provide ADM Practice with updates regarding account delivery status for global delivery governance reviews

Minimum Requirements

Attend Account Review and present service level performance metrics and operational results at Account Review Run Operational Review Meeting Discuss service performance issues and corrective action plans with Client Management and the customer Create and maintain account information and documentation Review end-to-end support processes and recommend improvements for the account Publish and communicate service level performance results for the account Provide single point of contact to the customer for customer satisfaction delivery issues define resolution requirements Initiate delivery escalations related to customer satisfaction issues; determine and execute corrective action plan Conduct escalation post mortem and formulate improvement plan to prevent recurrence of escalation issue Create and maintain Account Quality Plan; Conduct Account Quality reviews and communicates quality compliance analysis to the customer Provide training to Delivery Leads on customer business and service requirements Collect account service delivery results and provide customer feedback for an account Develop delivery cost forecasts and drive to continually reduce the cost of delivery Consult with Client Management to translate account business strategy into delivery requirements forecast Report on account service capacity and availability issues, define and communicate customer service improvement requirements Provide single point of contact to the customer for service requests; document service requests and define completion criteria Consult with Transition manager to define and validate transition activities; ensure transition plan is developed including resource requirements Define and validate transformation objectives; ensure transformation plan is developed including resource requirementsDevelop release to production plan for new services; update and maintain Account Quality Plan as required; ensure additional SLA/SLO requirements are defined Ensure ongoing adherence to defined ITSM standards and perform maturity assessments for account Ensure compliance to customer and Global Delivery security and audit standards for Account Utilize performance reporting to develop proactive action plans for prevention of service outages and degradation Ensure all stakeholders (customer, client management, global delivery management) receive communication regarding service outages and escalations Provide ADM Practice with updates regarding account delivery status for global delivery governance reviews

M.Sc, M.Tech, MCA