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.
