ACCOUNT DELIVERY MANAGER JOB DESCRIPTION

The Account Delivery Manager is a critical operational role within professional and managed services organizations, responsible for bridging client expectations and internal delivery execution across the full engagement lifecycle. Found across industries including software services, test consultancy, analytics, and field operations, this position ensures that outcomes-based service contracts are met with measurable quality and commercial discipline. As client retention and margin performance increasingly depend on proactive governance rather than reactive support, organizations rely on this role to sustain and grow their most strategic accounts.

As the Account Delivery Manager, this role ensures clients consistently receive services that meet agreed quality, scope, and financial benchmarks while identifying opportunities to expand account value over time. Reporting to senior leadership and operating across program, technical, and commercial teams, the Account Delivery Manager governs delivery across multiple concurrent accounts in a matrixed professional services environment.

Career Impact: Managing complex, multi-stakeholder service accounts builds the cross-functional leadership credibility that distinguishes senior delivery professionals in the professional services market.

Business Impact: This person directly determines whether clients renew, expand, or escalate, making their work one of the most measurable contributors to revenue retention and profitability.

Growth Opportunity: Exposure to P&L ownership, pre-sales processes, and service design positions the right candidate for progression into program leadership or commercial management.

• Own end-to-end service delivery across assigned accounts, ensuring outcomes meet agreed SLAs, quality standards, and financial targets.
• Monitor and analyse service performance metrics, translating data into actionable improvement recommendations for delivery and operations teams.
• Lead client review meetings, producing structured reporting on KPIs, escalations, and delivery progress for each account.
• Manage project financials, including cost control, margin tracking, and budget adherence throughout the engagement lifecycle.
• Coordinate resource allocation, onboarding, and rotation across delivery teams in conjunction with HR, Finance, and Resource Management.
• Escalate and resolve high-complexity client issues, acting as the primary internal and external point of contact for delivery concerns.
• Identify revenue growth opportunities within existing accounts, supporting commercial teams with account planning and opportunity development.
• Define and continuously improve delivery processes, ensuring documentation, change governance, and operational procedures remain current and scalable.

• Bachelor's degree in Business Administration, Information Technology, or a related field, or equivalent work experience.
• 5+ years of experience in service delivery or account management, with demonstrated ownership of client-facing delivery outcomes.
• Proven ability to manage project financials, including P&L accountability, cost control, and engagement margin oversight.
• Strong stakeholder management skills, with the ability to influence and communicate effectively at all organizational levels.
• Experience leading cross-functional teams in matrixed environments, coordinating across technical, commercial, and operational functions.
• Demonstrated ability to manage multiple concurrent accounts or projects under competing deadlines and shifting priorities.
• Solid understanding of service delivery governance frameworks, including SLA management, escalation processes, and performance reporting.
• Excellent written and verbal communication skills, including the ability to present complex delivery data to executive audiences.

• Hands-on experience managing delivery within Agile, Waterfall, or hybrid software development lifecycle frameworks.
• Exposure to pre-sales processes, including scoping, proposal development, or consultative client engagement.
• Background in a regulated or compliance-driven industry such as financial services, defence, or healthcare-adjacent technology.
• Demonstrated track record of growing account revenue through identification and conversion of upsell or expansion opportunities.

• Core Stack: Microsoft Excel (advanced), PowerPoint, Outlook, SharePoint.
• Project & Service Management: ITIL/ITSM frameworks, PMP/Prince2 methodology, Bullhorn (staffing variant), project planning tools.
• Architecture Patterns: Agile, Waterfall, hybrid SDLC delivery models.
• Cloud & Analytics: Azure Analytics stack.
• Data & Reporting: KPI dashboards, QBR reporting tools, database reporting platforms.
• AI Tools: Not specified in examples.

• Base Salary Range: $95,000-$135,000 annually, depending on seniority, industry specialization, and account complexity.
• Bonus: Performance-based bonus of 10-20%, tied to account retention, revenue growth, and delivery KPIs.
• Equity: Stock options or RSUs offered at mid-to-senior levels, particularly in SaaS and technology services firms.
• Health Benefits: Medical, dental, and vision coverage; employer contribution rates vary by organization size.
• PTO: 15-20 days annually, plus public holidays and sick leave provisions.
• Common Perks: Remote or hybrid flexibility, professional certification support (PMP, ITIL), and travel reimbursement for client-facing roles.

Figures based on current US market benchmarks. Adjust based on location, company size, and seniority level.

Lamwork is committed to building a workforce that reflects the full diversity of the communities we serve. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. Candidates requiring workplace accommodations are encouraged to notify us at any point in the hiring process. Offers of employment are contingent upon successful completion of a background check. Applicants must hold current authorization to work in the United States.

Owning the end-to-end delivery of projects across key accounts, the Account Delivery Manager ensures outcomes are met against time, budget, and quality benchmarks while driving continuous process improvement. Collaborating with engineering and Project Manager teams, this position leads, mentors, and supports cross-functional staff throughout the full project lifecycle.

Key Deliverables

• Deliver projects for one or more key accounts to specified levels of time, budget, and quality.
• Assist in account and project planning, including the production of comprehensive project plans and documentation.
• Monitor, measure, review, and update project processes, adjusting plans and implementing remedial actions as required.
• Evaluate accounts and projects and produce follow-on action recommendations.
• Produce project documentation and create knowledge libraries to train and support Project Managers.
• Manage project design and delivery.
• Lead Project Managers and Engineering Managers by defining work, ensuring deadlines are met, and articulating account and project objectives.
• Motivate and develop employees, identifying and agreeing on learning and development needs.
• Ensure account and project resource levels are fully supported and approved throughout the project lifecycle.
• Manage spending and resources within agreed budgets.
• Carry out regular and comprehensive audits of systems.
• Work collaboratively with engineering teams to clarify work packages and manage Safety, Quality, Cost, Delivery, and People issues.

Education & Experience

• Good degree or equivalent in Project Management, Business Administration, or a related discipline.
• Incorporated or Chartered status, or evidence of progress towards Professional Registration with a recognised institute.
• Practical, relevant experience in a systems development environment performing similar roles.
• Experience delivering small, medium, and large-scale projects, including ambiguous early-stage projects.
• Experience in Defence, Aerospace, or safety-regulated environments.
• Ability to understand and apply the focused delivery paradigm across the entire system lifecycle.
• Ability to influence and convince stakeholders at all levels of the business.
• Ability to articulate complex ideas and concepts verbally and in writing to any audience.
• Ability to actively build relationships across functional divides.
• Inquisitive mindset with a drive to understand underlying principles and broaden skillset.
• Bold and reliable approach, with a willingness to challenge convention and make a difference.

Sitting at the intersection of client relationship management and IT talent acquisition, the Account Delivery Manager drives business growth within existing accounts by building trusted, long-term client partnerships and expanding service coverage. Reporting to the Business Development Manager, this position works in close coordination with internal Sales and Recruitment teams to maximise revenue and headcount growth across assigned accounts.

Core Functions

• Develop trust relationships with Hiring Managers to prevent them from turning to competitors.
• Acquire a thorough understanding of key customer needs and requirements.
• Continuously propose solutions that meet existing customers' objectives to expand relationships.
• Manage end-to-end recruitment processes for assigned accounts.
• Cooperate with recruitment and research teams as needed to ensure a full understanding of customer needs.
• Generate new sales that lead to long-lasting relationships.
• Serve as the communication link between customer managers and internal teams.
• Resolve issues and problems faced by customers, escalating major issues to management as required.
• Report directly to the Business Development Manager.
• Maintain control over audited procedures to ensure compliance and report weaknesses to the Quality Department.
• Forecast and track key account metrics, including quarterly transformation ratios and annual forecasts.

Skills & Qualifications

• 3+ years of experience in IT Recruitment within an international corporate environment.
• Expertise in Account Management or New Business Development.
• Ability to provide alternative and innovative solutions based on customer needs.
• Strong organisational skills with the ability to prioritise in a dynamic environment.
• Ability to handle confidential and sensitive information professionally.
• Exceptional written and verbal communication skills in Polish and English.
• Results-driven, positive, and enthusiastic approach to work.

A key driver of service consistency and client satisfaction, the Account Delivery Manager manages and refines service delivery processes across Managed Services accounts, ensuring all strategic clients receive uniform, high-quality treatment. Working closely with Program Managers, technical teams, and senior leadership, this position bridges functional and technical processes to resolve complex issues and optimise the client experience.

Primary Duties

• Provide technical added value working alongside Program Managers and Services resources.
• Collaborate with Services Managers and technical teams to ensure customer satisfaction.
• Manage across several teams, handling high complexity and ambiguity.
• Participate as a key contributor in quarterly and ad hoc business reviews.
• Maintain efficiency and manage costs in service execution, reducing costs and streamlining processes without negatively impacting client experience.
• Research and involve organisational resources to correct inaccuracies and improve ineffective client experiences.
• Conduct customer evaluations and maintain open communications with technical teams, IT, and business partners.
• Manage Project Plans, ensuring they are properly communicated and correctly finalised.
• Prepare and deliver monthly and quarterly performance reviews, including presentations.
• Participate in assignments and projects involving senior management.
• Act as the point of contact for customers, bridging their managed service contracts.

Experience & Qualifications

• Bachelor's degree or equivalent work experience required.
• Minimum 5 years of experience in field service delivery.
• Minimum 2 years of experience in operations management.
• Proven leadership and people management skills, including the ability to support and mentor junior staff.
• Excellent written and verbal communication skills with strong customer-facing and customer service abilities.
• Excellent organisational skills with a proven ability to manage, prioritise, and multi-task competing priorities efficiently.
• Able to manage sensitive and confidential information with discretion.
• Able to work under pressure, meet deadlines, and demonstrate a high degree of flexibility, including shift and out-of-hours working.
• Self-motivated, proactive, and able to take responsibility for work and desired outcomes.

Embedded within the analytics practice, the Account Delivery Manager Analytics leads the delivery of Big Data and Analytics projects and services against agreed KPIs, while translating client business needs into actionable technology solutions. Collaborating with clients and internal delivery teams, this position manages project financials, mentors team members, and contributes to the broader community of technology and process standards.

Strategic Responsibilities

• Deliver the portfolio of projects and services within own domain according to agreed KPIs, including revenue, cost control, engagement margin, and customer satisfaction.
• Analyse clients' business needs in the context of their Big Data and Analytics architecture.
• Collaborate with clients to set direction for Big Data and Analytics business transformation aligned to their goals and objectives.
• Work with the delivery organisation to turn business ideas into actionable innovations.
• Prepare project proposals according to corporate procedures, ensuring compliance of IT solutions with clients' business needs.
• Manage client relationships and actively develop follow-up business.
• Manage project financials, including P&L.
• Manage project teams, mentoring members, providing performance review input, and making development recommendations.
• Contribute to the internal community by defining technology and process standards, best practices, and lessons learned.

Qualifications & Experience

• First-level university degree.
• PMP certified; ITIL Foundation and PSM I certifications are an asset.
• Minimum 5 years of experience in the FMCG/CPG industry in an analyst or management role.
• Minimum 5 years of experience in analytics, including Database, Business Intelligence, ETL, Big Data, or Data Science.
• Proven track record in delivering large-scale software development projects and services in Agile and DevOps frameworks.
• Experience working with clients with a strong focus on client satisfaction.
• Technical understanding of the Azure Analytics technology stack.
• In-depth understanding of key project management operational policies, processes, and methodologies.
• Strong leadership, ownership, and ability to speak with authority across project management methods.
• Excellent communication skills, teamwork abilities, and a collaborative approach to people.
• Ability to work under pressure, meet project timetables, juggle multiple tasks, and work in a multinational environment.
• Flexibility, responsiveness, and travel availability.

As the Account Delivery Manager, this position owns the full account lifecycle, driving customer satisfaction, revenue growth, and long-term strategic value through a consultative and insight-led approach. Partnering across internal functions and influencing senior client stakeholders, this role leads delivery teams, shapes product priorities, and serves as a trusted advisor throughout the customer relationship.

Ownership Areas

• Own overall customer satisfaction across the full account lifecycle.
• Drive growth and profitability of accounts by developing and meeting account plans and executing on revenue opportunities.
• Provide a proactive, strategic, consultative, and insight-driven solutions approach to help customers achieve their long-term vision.
• Cultivate and expand relationships with senior customer stakeholders, ensuring a positive and meaningful customer experience.
• Provide leadership, coaching, and mentorship to all internal team members, including remote staff.
• Lead teams to produce quality deliverables within reasonable deadlines, serving as the escalation point for delivery teams.
• Contribute to organisational change by driving through internal roadblocks and sharing best practices.
• Partner with all functions to achieve customer success and consistently drive value.
• Act as a customer advocate within the product group, communicating customer needs to the product team for priorities and roadmap items.

Background & Experience

• Bachelor's degree in IT, Business Administration, or a similar field; Master's preferred.
• 10+ years of senior client delivery experience.
• Strategic account management experience with a proven track record.
• Project management and consultative solutions selling experience.
• Knowledge of Software Delivery Life-cycle models with the ability to tailor as needed.
• Solid technical background in functional or software engineering.
• Contract negotiation experience.
• Proven leadership skills with the ability to act as a trusted advisor.
• Ability to collaborate and communicate effectively across a matrixed organisation and influence stakeholders at all levels.
• High emotional intelligence with the ability to manage pressurised situations, defuse conflict, adapt to rapidly changing priorities, and remain resilient.
• Strong proactive problem-solving, critical thinking, and analytical skills with strong attention to detail.
• Ability to travel up to 25%.

Focused on operational excellence for Priority Management accounts, the Account Delivery Manager serves as a dedicated support contact, managing service delivery reporting, open case escalations, and monthly reporting activities. Working closely with local Account Delivery Managers and cross-regional service teams, this position ensures cases are resolved promptly and that KPI performance is continuously analysed and improved.

Day-to-Day Responsibilities

• Generate and maintain customer-facing reports in accordance with the Priority Management service.
• Provide data quality control and analyse report trends for quality or service delivery issues.
• Manage open case reports, monthly reporting, and escalations, ensuring proper follow-up and satisfactory resolution.
• Proactively manage various cases to ensure best-in-class support to Priority Management Accounts.
• Maintain close working relationships with local Account Delivery Managers, service delivery teams, partners, and country/region delivery teams.
• Participate in internal and external reviews as necessary.
• Analyse activities and contribute to KPI improvement.

Required Qualifications

• Bachelor's degree in a technical or business discipline or equivalent experience.
• 1-2 years of related experience.
• Knowledge of ITIL Foundations certification is a plus.
• Strong analytical skills with a detail-oriented approach and adherence to strict timelines.
• Strong Excel skills, including Macro creation; proficiency in Databases, PowerPoint, and Outlook.
• SharePoint creation and management skills.
• Very good communication and presentation skills.
• Proactive in highlighting areas of focus with the ability to operate effectively within a virtual cross-cultural team.
• Fluent in written and verbal French and English.

Reporting to senior leadership, the Account Delivery Manager steers end-to-end customer relationships from an operational standpoint, coordinating complex project delivery and ensuring quality outcomes are achieved on schedule. Collaborating across internal product and services teams, this position manages multiple concurrent projects, gathers client requirements, and identifies opportunities to drive additional value through new features and solutions.

Key Responsibilities

• Develop relationships with key stakeholders within the company and with customers.
• Deliver complex projects in a timely manner.
• Gain thorough knowledge of the product and organisation to pursue alignment and added value.
• Manage and prioritise multiple projects with different needs simultaneously.
• Coordinate with customers to gather requirements and agree on communication guidelines.
• Create and communicate project plans and ETAs, identify critical paths, and identify, communicate, and mitigate potential risks and delays.
• Report project status periodically and continuously verify that projects are on track and within scope.
• Identify areas of opportunity in relation to new features and solutions.

Professional Experience

• Experience in project management in the IT industry.
• Waterfall and agile methodologies are a plus.
• Software implementation experience.
• Outstanding communication and organisational skills.
• Proactive and fast learner.
• Curious and enjoy solving problems.
• Highly motivated with determination, tenacity, and drive.
• Proficient in English.

Centralised within staffing operations, the Account Delivery Manager acts as the primary operational link between clients and recruitment teams, overseeing order management, submissions, interview coordination, and reporting across assigned accounts. Working closely with Account Managers and recruiters, this position drives the end-to-end recruitment delivery process and ensures client satisfaction through timely communication, strategic sourcing, and proactive workforce planning.

Work Activities

• Participate in vendor spotlight calls.
• Enter orders into Bullhorn and release to the recruitment team.
• Make final decisions on client submissions.
• Lead job intake calls with Hiring Managers.
• Coordinate and drive coverage and follow-up with the recruitment team.
• Track client updates on the status of jobs and submissions, and update Bullhorn.
• Facilitate the internal recruitment process, job launch meetings, and develop sourcing strategies.
• Initiate onboarding processes.
• Provide feedback to the Account Manager and customer on marketplace conditions.
• Coordinate interviews with clients and recruiters, and conduct interview preparation for candidates.
• Assist in negotiations with recruiters, candidates, and clients to maximise offer acceptance.
• Run redeployment reports to determine extensions and confirm end dates for all clients.
• Complete client-related reports and facilitate distribution to clients or Account Managers, including recruitment reports, QBR reports, contract expiry, PO max out, and tenure rebate.

Skills & Qualifications

• Experience in the staffing industry in sales, account management, or recruiting.
• Proven record of achieving and exceeding established performance goals.
• VMS/MSP experience is an asset.
• Self-motivated and self-directed with a strong individual desire to win and the ability to perform in a team environment.
• Excellent verbal and communication skills.
• Extremely self-motivated with a diligent work ethic to exceed goals.
• Ability to work independently as well as part of a team in a fast-paced environment.

A critical interface between clients and internal operations, the Account Delivery Manager (Test Consultancy & Professional Services) manages ongoing client relationships from a delivery perspective, ensuring consultants perform to agreed terms while identifying and advancing growth opportunities. Partnering with Market Directors, HR, Finance, and Resource Teams, this position governs the full delivery lifecycle across strategic accounts and contributes directly to the evolution of service offerings.

Role Responsibilities

• Build and manage trusted advisor relationships with key client stakeholders at all levels of the organisation.
• Manage client relationships from a delivery perspective, ensuring consultants deliver to agreed engagement terms.
• Participate in formal client progress review meetings, providing relevant reporting on a client-by-client basis to established standards.
• Manage all aspects of the delivery lifecycle, assuring quality and promoting continuous improvement.
• Ensure deliverables are on time and to the required scope and quality standards, proactively identifying opportunities to improve delivery effectiveness and efficiency.
• Grow revenue by identifying opportunities and supporting Market Directors, including driving input and support material for new services and marketing campaigns.
• Facilitate the appointment of consultants to project delivery teams and manage resource reporting, rotation, and planning in coordination with HR, Finance, and the Resource Team.
• Ensure all administration systems, time, expense, holiday, and sickness requests are accurate and up to date before invoicing.
• Liaise with Market Directors, Legal, and Finance to ensure relevant legal and commercial coverage is in place across all client engagements.
• Challenge internal stakeholders to contribute to improvements in the overall delivery process effectiveness.
• Participate in client planning processes across nominated Strategic Accounts and work with Heads of Service to develop and enhance service offerings.
• Work with Market Directors to establish improvement plans where profit margins fall below required levels.

Professional Experience

• Previous Account Delivery Management experience.
• Previous lead roles in major programmes with previous commercial experience in a professional services engagement framework.
• Extensive knowledge of Test Consultancy Markets and Services.
• Broad knowledge of the full SDLC in both Agile and Waterfall environments.
• Experience in Financial Services areas such as funds, insurance, cards, payments, and banking is highly desirable.
• Good sales support skills, including pre-sales experience in presentations and written submissions; good understanding of the legal framework around client consultancy and services engagements.
• Ability to present succinct summaries by analysing central delivery databases, with strong attention to detail in verifying data against policies and legal agreements.
• Ability to multi-task and prioritise across multiple clients and activities in a matrix-management environment.
• Ability to grow and maintain a network of contacts internally and externally.
• Excellent interpersonal, client-facing, written, and presentational skills.

Bridging client needs and internal services capability, the Software Services Account Delivery Manager ensures all services tied to software solutions are delivered efficiently, profitably, and to the highest standard of customer experience. Working in conjunction with Sales Account Managers and cross-functional delivery teams, this position manages service performance, leads change management initiatives, and builds the long-term client relationships that sustain and grow the business.

Engineering Responsibilities

• Drive and demonstrate the quality and performance of Service Delivery Management within assigned software services accounts.
• Work closely with Level 1, Level 2, Global Delivery Centers, and third-party suppliers to ensure fulfilment of Service Delivery responsibilities.
• Monitor service performance metrics, complete data analysis, collect and assess delivery feedback, and propose service improvements based on metrics and satisfaction surveys.
• Deliver operational Service Levels, liaise with customers on Service Level Agreements, and serve as the point of escalation internally and externally for delivery issues.
• Act as an offering expert, ensuring customers see immediate value in offerings and finding growth opportunities.
• Lead change management initiatives to iterate and improve service offerings and respond to new business needs of customers.
• Manage senior stakeholder requirements and perceptions, ensuring escalations are handled appropriately and promptly.
• Ensure operational methods and procedures are documented, maintained, and reviewed regularly in alignment with global standards, policies, and operating principles.
• Define and mature new delivery processes in collaboration with delivery teams, scaling them to drive efficiencies through automation.
• Ensure new and changed services are fit for purpose and seamlessly transitioned into live environments.
• Lead operational projects and initiatives to improve delivery effectiveness and assist with the smooth delivery of large-scale projects.

Qualifications & Experience

• PMI/PMP or Prince2 and ITSM/ITIL certification is ideal.
• Minimum 5 years of professional experience with at least 3 years of proven success in a customer or delivery operations role within Software Services Delivery.
• Experience leading change management governance processes.
• Working knowledge of pre-sales and post-sales processes.
• Ability to understand global business processes, identify the impact of change, and apply tools and technology to produce results.
• Proficiency in MS Excel, Word, and Outlook.
• Strong written and verbal communication skills with the ability to communicate effectively across diverse countries and backgrounds.
• Excellent organisational and interpersonal skills with the ability to multi-task, plan meticulously, and maintain an analytical and methodical approach.
• Strong relationship-building skills with the ability to generate strong relationships internally and externally, and operate effectively within a virtual cross-cultural team.
• Proactive, detail-oriented, and able to identify potential issues early and work them to a satisfactory conclusion.
• Self-motivated, reliable, accountable team player with a positive, customer-centric, open-minded, and creative approach.
• Fluent in written and verbal English; fluency in French is an advantage.