Account Delivery Manager
HP
Heredia, Costa Rica
hace 5 días

The account delivery manager will be responsible for managing cost target commitments for all service delivery requirements implementing & monitoring expense control and operational relationship : develops & nurtures to excellent customer satisfaction

Main Responsibilities

  • Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan
  • Contact for operational & tactical issues representing delivery of all services (all functions) to the customer : manages performance metrics, reporting, escalation & communication
  • Ensures performance goals are met for all in scope services across all towers : identifying & analyzing gaps & implementing corrective action plans
  • Ability to effectively and proactively manage risk for low risk projects
  • Supports Account Service Team (AST) & all delivery organizations to timely, cost effective delivery of Service Level Agreements (SLA) requirements identifying & recommending optimization while managing scope, resources & coordination
  • Contributes to account service delivery plan.
  • Identifies incremental revenue opportunities
  • Assures compliance with company and customer’s Human Resources (HR), Pilot Run (PR), legal, financial, ethics and government related policies, strategies, and processes
  • Acts as Account Delivery Manager (ADM) in small to medium engagements
  • Leads a small to medium size AST / delivery team
  • Works at local or regional level
  • Education and Experience Required :

  • First Level University Degree or equivalent combination of education and experience.
  • 1 -3 years relevant industry experience
  • Knowledge and Skills Required :

    Advanced excel skills

    Excellent English Communication skills

  • Ability to build & manage strong customer relationship
  • Influence & negotiation skill
  • Ability to apply business management & financial concepts to analyze business needs
  • Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image
  • Ability to understand & analyze an issue or problem to implement a corrective action plan
  • Applies appropriate knowledge and methods to resolve business issues
  • Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support
  • Ability to proactively & effectively manage risk on low to medium risk projects
  • Consistently applies Quality & Continuous Improvement Plans
  • Ability to develop & present high impact message to customer
  • Industry sector knowledge (finance, manufacturing, etc.)
  • Crisis & conflict management
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