Account Manager

Role Purpose

The Client Success Manager is a executive-facing position responsible for the end-to-end governance, modernization, and delivery of all IT service towers globally. Operating as the primary strategic partner to the client, this role ensures that global performance goals, strict SLA/XLA commitments, and financial targets are met. The CSM is responsible for driving continuous service optimization, mitigating cross-vendor operational risks, and integrating advanced AI and other innovations across the client’s global mining and corporate footprint.

Locations: Beijing, China or Melbourne, Australi a

(Note: Candidates possessing a strong operational footprint or prior professional experience within the Australian market will be highly prioritized. )

Travel Requirements : 30% – 60% global travel (including corporate offices and remote mine sites)

Key Responsibilities

1. Strategic Client Relationship & Governance

• Primary Delivery Interface: Serve as the single point of accountability for global operational performance, high-severity incident escalations, and executive service revie
• ws.Multi-Tier Governance Leadersh ip: Chair t he Performance Revi ews and coordinate closely with regional stakeholders to align IT performance with corporate business drivers and KPI/S
• LA.SLA Ownersh ip: Ensure 100% execution and continuous validation of the client's documented business and technical requirements across all service lines.

2. End-to-End Multi-Tower Service Delivery

• Global Portfolio Accountability : Direct the delivery of all in-scope services across a complex infrastructure stack, including Workplace Services, Core Infrastructure, Public Cloud, Application Management, SAP and Advanced Data/AI platfor
• ms.Multi-Vendor Integration : Enforce strict Service Integration and Management (SIAM) frameworks to prevent ticket-hopping, eliminate cross-supplier delays, and manage multi-vendor
• SLAResource Capacity Management : Lead, recruit, and retain a high-performing, geographically dispersed delivery team across onshore, nearshore, and offshore locations.

3. Innovation, Modernization & Risk Control

• Lead the Co-Innovation Pipeline: Act as the primary champion for the joint Innovation Forum, transforming client's operational bottlenecks into ROI-backed, AI-driven improvement proposals with robust Cost-Benefit Analys es.
• Orchestrate Advanced Mining Tech : Collaborate with the Global Mine Industry and Innovation Team to pilot and scale next-generation operational technologies (OT) at mine sites.
• Process Optimizati on: Leverage pre-built industry value streams and automation frameworks to eliminate manual toil and mature standard SLAs into user-centric Experience Level Agreements (XLAs).
• Risk & Compliance Guardrails : Ensure absolute compliance with the client’s global security policies, local data sovereignty regulations (e.g., across APAC, EMEA, and America), and regional health and safety mandates.

4. Commercial & Financial Governance

• P&L Manageme nt: Own the delivery cost model, tracking and forecasting key account financial metrics including Revenue, Gross Margin, and Unbilled inventory to maximize efficien
• cy.Invoicing & Regional Allocati on: Oversee domestic cross-border transactions and regional cost allocations to minimize global withholding tax exposures and commercial back-charges for in-country operating assets.

Required Qualifications & Experience

1. Education Required: Bachelor’s degree in Information Technology, Computer Science, Engineering, or Business Administration.

Preferred: Master’s degree (MBA or equivalent)

2. Professional Experience

• IT Leadersh ip: Minimum 12–15 years of progressive IT service delivery management experience, with at least 5 years operating as a senior Account Delivery Manager or equivalent.
• Scale & Sco pe: Proven track record managing large-scale, multi-tower IT outsourcing engagements with a Total Contract Value (TCV) exceeding $20M and teams of 50+ FTEs.
• Industry Expert ise: Deep domain experience within the Mining, Energy & Natural Resources (ENR), or Heavy Industries sect ors.
• Global Footprint Executi on: Demonstrated experience managing cross-border IT operations across diverse geographic regions (specifically APAC, Africa, and the Americas).
• Site & OT Operatio ns: Practical familiarity with remote mine-site computing, edge data centers, and the unique infrastructure constraints of operating in harsh or low-bandwidth environments .
• Technical Environment Familiar ity: Strong working knowledge of Mining Application, SAP, hybrid cloud architectures, and ServiceNow.

3. Leadership & Core Competencies

• Executive Presen ce: Exceptional stakeholder management skills with the ability to influence C-level executives and navigate complex multi-partner corporate ecosystems.
• Commercial Acum en: Strong financial literacy with deep experience managing account P&Ls, cost efficiency metrics, and contract adjustment mechanisms.
• Cross-Cultural Leadersh ip: Proven capability to motivate, align, and govern culturally diverse, matrixed technical teams across multiple time zones.
• Crisis & Escalation Maste ry: Expert conflict resolution skills with a calm, analytical approach to handling critical system outages or high-stakes delivery bottlenecks.
• Innovation Evangeli sm: Ability to foster an "innovation-first" culture across geographically dispersed, multi-vendor teams, overcoming cultural resistance to shared accountability and automated workflows.

Working Conditions & Compliance

• Background Verificat ion: Must successfully clear comprehensive global background checks, including local police clearance and corporate security screening.