Technical Delivery Manager – Strategic Account Reports To : Head of Delivery / VP Function : Staffing Delivery / Account Mgmt Experience: 10–15 years (5 in delivery/account leadership) Role Purpose The Technical Delivery Manager (TDM) owns end-to-end delivery health and growth of an assigned account(s). Operating alongside the Account Manager. TDM is the mini-GM of the account, accountable for fulfillment quality, hiring manager experience, consultant engagement, and systematic account farming. The role elevates Flexton from a transactional supplier to a trusted talent partner. Key Responsibilities Delivery Health & Operations — Drive fulfillment rate, conversion ratios, replacement TAT, and billing hygiene to agreed SLAs. Run daily red-flag review on at-risk consultants, aging requisitions, and escalations. Partner with recruitment lead on sourcing strategy and capacity-to-demand alignment. Hiring Manager & Customer Engagement — Maintain structured connect cadence with active hiring managers (Daily for top, alternate days otherwise). Own CSAT / NPS program with target NPS >40; close-loop every detractor within 7 days. Co-own QBRs and MBRs with the AM; publish monthly account scorecard to leadership. Consultant Experience (ESAT) — Run ESAT pulse: monthly for first-90-day joiners, quarterly for tenured consultants. Deliver one career conversation per consultant per year; partner with HR/L&D on upskilling. Hold annualized attrition under 18%; serve as first escalation point for consultants. Account Planning & Growth — Build and refresh the annual account plan: org map, white-space targets, headcount / revenue / margin plan, top risks, 90-day actions. Pursue adjacent towers and premium skills (Cloud, Data, AI/ML, Cyber). Deliver agreed targets on revenue growth, net headcount, and gross margin. Customer Communication & Account Intelligence — Day-to-day delivery point of contact; manage formal escalations, change requests, and governance. Maintain living account intelligence file (org map, decision patterns, competitor share, hiring trends). Bring market and talent intelligence to position Flexton as a strategic advisor. Key Performance Indicators Growth : Revenue YoY, net headcount, white-space conversion 30% Profitability: Gross margin %, bench burn, realization: 20% Customer Experience: CSAT / NPS, QBR compliance, escalation TAT : 20% Consultant Experience : ESAT, annualized attrition, first-90-day retention : 15% Delivery Health : Fulfillment, submission-to-offer, replacement TAT, billing : 15% Qualifications & Experience Bachelor’s degree (MBA preferred); 10–15 years in IT staffing or professional services. 4 years in delivery management, account management, or client partner role with revenue / P&L responsibility. Track record managing strategic accounts of US$3M annual revenue or 30 billable consultants. Hands-on with QBRs, account plans, and CSAT / ESAT programs; strong grasp of US/India IT talent market and staffing models (W2, C2C, 1099, SOW). Preferred: MSP/VMS exposure (Fieldglass, Beeline, IQNavigator); familiarity with ATS platforms (Bullhorn, JobDiva, Ceipal). Core Competencies Customer centricity · Delivery discipline · Commercial acumen · Stakeholder management · Talent empathy · Structured communication · Bias for action. Operating Cadence Daily red-flag review · Weekly HM connects & pod sync · Monthly scorecard & ESAT pulse · Quarterly QBR, CSAT, account plan refresh · Annually strategic plan & MSA review. What Success Looks Like in the First 6 Months Account plan published and signed off for every assigned account within 60 days. Hiring manager connect cadence operational with documented agendas, notes, and follow-ups. First CSAT / NPS baseline established and detractor closed-loop in motion. ESAT baseline established with attrition root-cause action plan underway. First QBR delivered to the customer using the standardized deck and forward roadmap. Visible movement on at least one white-space opportunity per account. Working Relationships Account: Account Manager Delivery Manager (delivery, hiring managers, consultants, growth) Lead Recruiter (sourcing, fulfillment). Joint ownership of the growth number; clear RACI on commercial vs. delivery decisions. Regular collaboration with Practice / Tech Leads, Finance, and HR Business Partner.
