Role Qualification:
- Work Location: Philippines, Manila
- Native, Bachelor's degree
- 10+ years of relevant working experience in IT services companies for managing Clients and projects delivery
- Exposure to technologies in Digital, ERP, CRM, Data and Cloud.
- Working experience in Fixed price programs, Service delivery, ITIL framework, PMP processes
- Program/Project escalation management experience and People management skills
- Multi-cultural environment, ability to work with global peers including offshore teams.
- Excellent communication, presentation skills in English
- Familiar with the sales process | Proposal response, proposal defense, SoW, Pricing, contracting
- Operational aspects | Revenue tracking, margin, Process improvements, billing/invoicing and receivables
- Hiring for the projects by collaborating, coaching the Talent Acquisition team
- Lead the team to consistently meet SLA targets while upholding high standards of professionalism
- Ability to manage team in critical situations and drive holistic engagement.
Detailed responsibilities:
- Client Engagement & Relationship Management
- Serve as the major point of contact for client stakeholders across managed accounts for projects delivery to ensure client satisfaction.
- Build and maintain strong, trust-based relationships with client leadership, including regular cadence meetings and executive updates.
- Proactively identify client needs and align LTIMindtree's services to meet evolving expectations.
- Establish mechanisms for regular client feedback and satisfaction tracking.
- Serve as a reliable bridge between LTIMindtree and client stakeholders, fostering long-term partnerships.
- Co-ordinate between client facing and operations teams to resolve client issues/escalations.
- Business Ownership & Account Growth
- Account growth, profitability and operational metrics.
- Own the business outcomes of service delivery, navigating matrix structures with initiative and clarity.
- Use delivery touchpointsto expand collaboration and deepen client relationships.
- Maintain regular updates with leadership and escalate issues with clarity and context.
- Resource & Team Management
- Recruit or allocate appropriate delivery resources based on project scale and complexity. Ensure team availability and readiness.
- Motivate and manage the team, fostering collaboration and accountability. Set clear goals, provide support, and foster a high-performance culture.
- Handle underperformance or transitions with professionalism and client-centricity.
- Promote harmony, stability, and growth within the account delivery team.
- Delivery Governance
- Collaborate with the delivery teams to ensure the projects are progressing well as per Client needs, SOWs
- Proactively manage risks (Delivery, resource) and ensure adequate mitigation plans are in place
- Delivery governance with Clients
