Account Delivery Manager

Quick Facts

• Role: Account Delivery Manager

• Focus: End-to-end coordination and delivery of customer support services

Description

You will oversee complete coordination of customer support services, connecting customer needs with internal technical teams and ensuring deliveries meet required quality and service contract terms. The role covers both the process and financial side of engagements, as well as long-term client satisfaction.

Responsibilities

• Ensure compliance with service contract conditions

• Coordinate and manage customer support request handling

• Coordinate customer support staff and system engineers

• Manage service contracts, support engagements, and supplier/vendor contracts

• Prepare and review customer support processes

• Hold regular customer meetings and provide reporting

• Manage customer transitions into support

• Monitor and continuously improve support service quality

• Work in manufacturer support systems (e.g., Cisco, HPE, Fortinet)

• Financial planning for engagements, related controlling, and work in an ERP system

• Perform instructions from the direct manager related to the nature of the work

Requirements

• Minimum 3 years of experience in the IT field

• English language knowledge at communication level

• Strong customer focus and developed communication skills

• Analytical and logical thinking

• Independence, flexibility, proactivity, organizational abilities, and planning

• Project management experience and technical knowledge are an advantage

• ITIL certification