Mphasis
Infrastructure Delivery Manager / Account Delivery Manager
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Infrastructure Delivery Manager / Account Delivery Manager
IT Infrastructure Delivery Manager / Account Delivery Manager
Role Summary
A Client Engagement Leader responsible for managing an end-to-end infrastructure outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and UK/US.
Experience Required
- Minimum 15+ years of work experience
- Advanced educational degree in engineering or a similar field
Technical Skills and Responsibilities
The role requires managing a multi-year IT infrastructure outsourcing engagement for a Fortune 100 client as an Account Delivery Leader. Key responsibilities include:
- Ensuring client CSAT with focus on innovation and customer experience.
- Meeting financial metrics relating to revenue and profitability.
- Account governance and representing Mphasis in client forums and reviews.
- Delivering thought leadership to position Mphasis as a trusted partner to the client.
- People management and overseeing team performance and delivery governance for large teams.
- Management of technical delivery teams globally, across:
- Multiple programs/projects
- Various client initiatives
- Infrastructure towers such as end user services, service desk, data centers, networks, information security, and cloud services.
- Ensuring contractual commitments are consistently met.
- Proactively identifying technical engagement opportunities for:
- Innovation and transformation initiatives
- Positive client experience
- Client risk management
- Revenue opportunities for Mphasis.
- Managing overall P&L for the account and driving cost optimization initiatives.
- Collaborating with Sales Leaders to grow the account globally.
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Additionally, the role involves managing 3rd-party provider partnerships.
Non-Technical Skills & Profile Requirements
A proven track record in:
- Driving excellent client relationships, strategic partnership, delivery and account management.
- High-quality, contemporary infrastructure technology solutions deployment — preferably automation-led.
Essential experience includes:
- Managing an IS account delivery, using ITIL processes, and deploying new infrastructure services.
- Experience with India-based service providers or managing outsourcing contracts.
- Quality management system implementation to measure CSAT, client end-user experience, and contract delivery success.
- Building and managing relationships at CIO, department head, and business stakeholder levels.
- Strong business acumen and partnership skills, including third-party vendor management.
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Key profile competencies:
- Proven experience in account management and governance, including contract management of large total outsourcing deals.
- Must have led global accounts (UK/Europe/US) with a total contract value of GBP 15M+.
- Ability to manage globally distributed technical delivery teams across:
- Multiple programs/projects
- Various customer geographies
- Full spectrum of infrastructure services:
- End-user services
- Service desk operations
- Data centers
- Networks
- Information security
- Cloud services
- Cross-functional delivery scope.
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