Account Manager

Role Purpose:

The role is responsible for managing the service delivery to customers, suppliers and partners, and ensuring the quality, cost and profitability of the services.

The Service Delivery Manager requires a high level of autonomy, influence, complexity and business skills to perform a variety of technical and professional work activities.

Key Accountabilities:

Owning the service risks, costs and productivity

Identifying and defining new service requirements and growth opportunities

Communicating the service capabilities and offering

Facilitating regular reviews with internal and external stakeholders

Contributing to the service improvement standards and practices

Providing cover and resilience for team members.

Key Responsibilities:

Managing the change management process, ensuring escalation process and guidelines are shared with customers

Establishing service requirements for new projects, ensuring compliance with contractual obligations

Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

Managing the service delivery schedules and providing cover for team members during absence or peak periods.

Key Skills and Experience:

• Good operational reporting skills using MS Office


• Strong critical and analytical thinking


• Ability to work under pressure and meet deadlines


• Understanding of LEAN/Six Sigma principles and ITIL Service management framework


• Excellent customer facing and service skills and supplier management experience


• Ability to build and drive service through KPIs


• A passion for delivering world class service


• Excellent written and verbal communication skills


• Willingness to support and mentor junior team members with to ability to give effective feedback, coach and motivate others


• Self-motivation and responsibility, managing and prioritise tasks and time efficiently

Key Performance Indicators:

• Measured by service performance meeting SLAs, and contractual and commercial compliance.


• Reduction in delivery costs, profitability maintenance and growth


• Additional profitable service revenue (Incumbent Growth)


• Identification of contractual scope creep and billing of additional scope and ad hoc request


• Customer satisfaction evidence through service review meetings or scoring mechanism


• Cash flow optimisation through accurate invoicing on time, no invoice credits especially repeated ones for the same incident type


• Client invoices paid against contractual payment terms


• New client/service introduction communicated, transitioned and subject to hyper care period with minimal service issues.

Key Relationships

The role also works closely with the sales team and is a key part of bid teams when required. The most important relationships you will have are with TVS clients and you should have extensive and demonstrable experience in building and managing client relationships at both a senior and operational level in IT Outsourcing and/or IT Managed Service clients

Job Dimensions:

The role does not supervise any direct positions but is expected to work in a matrix managed organisation and have the ability to influence and drive change across the business.

Supervision received

Head of Division/Service Delivery