Account Delivery Partner (Cloud, Infra, Security)

Role: Account Delivery Partner

Location: Chicago, IL (Onsite)

The CIS Account Delivery Partner owns end-to-end delivery accountability for Cloud, Infrastructure and Security (CIS) engagements at one or more key client accounts. Based in the US and working closely with client stakeholders, this role is the single point of accountability for delivery quality, customer governance, and account growth. Depending on account size, the CIS Account Delivery Partner may be dedicated to one large strategic account or may manage a portfolio of strategic accounts. The role requires building, leading, and guiding an offshore delivery team to ensure consistent, high-quality service delivery, while owning customer satisfaction outcomes and identifying opportunities to grow the account.

Key Responsibilities

• Own end-to-end delivery accountability for CIS services at assigned account(s), ensuring delivery meets contractual, quality, and SLA commitments.
• Build, structure, and guide the offshore delivery team supporting the account(s) — including team sizing, onboarding, capability development, and performance management — to ensure successful and consistent delivery.
• Own and drive favorable PCSAT (Project/Program Customer Satisfaction) and ACSAT (Account Customer Satisfaction) scores through proactive delivery management and issue resolution.
• Develop and maintain detailed customer stakeholder mapping across business and technical functions to strengthen relationships and enable account growth.
• Partner with account/sales leadership to farm existing accounts for new business opportunities, identifying whitespace and supporting proposal development.
• Establish and manage the customer governance framework, ensuring a regular cadence of Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with client stakeholders.
• Act as the primary escalation point for delivery issues, risks, and client concerns, driving timely resolution and root-cause remediation.
• Track and report account health metrics, including delivery KPIs, SLA performance, risk registers, and financial/commercial indicators.
• Collaborate with Cloud, Infrastructure, and Security practice/technical leads to bring the right technical expertise into delivery and client conversations.
• Drive continuous improvement, automation, and standardization initiatives within the account to improve delivery efficiency and margin.
• Ensure adherence to Managed Services delivery frameworks, ITIL practices, contractual SOWs, and organizational governance standards.

Candidate Requirements

• 15–20 years of overall experience, with a proven track record of managing Cloud, Infrastructure and Security (CIS) delivery for enterprise clients.
• Strong technical understanding in at least one of the following domains: Cloud (AWS/Azure/GCP), Infrastructure (data center, networking, compute/storage), or Security (cybersecurity operations, identity, compliance).
• Mandatory exposure to Managed Services delivery models, including SLA management, ticketing/ITSM processes, and 24x7 operational support structures.
• Demonstrated experience managing large, dedicated accounts or a portfolio of strategic accounts within a services/IT organization.
• Experience building, leading, and mentoring offshore delivery teams across multiple time zones.
• Strong track record of driving and improving customer satisfaction metrics (PCSAT/ACSAT or equivalent).
• Proven stakeholder management skills, with the ability to map and engage client stakeholders across business and IT functions.
• Experience running structured customer governance — including MBRs, QBRs, executive reviews, and escalation management.
• Commercial acumen with experience supporting account growth, upsell/cross-sell, and renewal conversations.
• Excellent communication, executive presence, and presentation skills suited to a client-facing US-based role.
• Bachelor's degree in a relevant field; relevant certifications (PMP, ITIL, cloud/security certifications) are a plus.

Key Performance Indicators

• PCSAT and ACSAT scores
• SLA adherence and delivery quality metrics
• On-time execution of MBR/QBR governance cadence
• Account growth / new business sourced from existing account(s)
• Offshore team performance, retention, and capability maturity