Black Box Corporation
Role description
- Responsible for continuity, renewal, and profitability of all accounts within a vertical, with a strong focus on delivery governance and operational efficiency
- Lead and manage all Account Delivery Managers (ADMs) and act as the single point of accountability for delivery performance across the assigned verticals
Key responsibilities
- Drive delivery execution and governance across all accounts within the vertical
- Review and track delivery performance across accounts to ensure project-level SLAs, budgets, and timelines are consistently met
- Govern end-to-end delivery lifecycle for accounts via ADMs; intervene on escalations, delivery risks, and margin deviation issues
- Monitor delivery dashboards and red accounts; ensure corrective actions are driven by ADMs with support from PMs and horizontal teams
- Track realization of project margins and support ADMs in delivery planning to minimize variance vs. forecast
- Ensure capacity planning, resource readiness, and fulfillment execution in coordination with ADMs, staffing and workforce transformation and Horizontal Delivery heads
- Drive vertical-level reporting and forecasting cadence for gross margin, invoicing, and delivery progress; sharing inputs with senior leadership (COO, Vertical Heads etc.)
- Drive customer satisfaction and delivery excellence across all accounts in the vertical
- Directly engage with strategic delivery-facing clients to reinforce trust, address complex issues, and deepen account-level partnerships
- Support ADMs in expanding delivery footprint within accounts through quality-led trust building and proactive stakeholder engagement
- Monitor CSAT scores across accounts and drive structured improvement plans with delivery and sales teams
- Drive governance across accounts and ensure vertical-level delivery oversight
- Oversee account-level governance activities and cadence led by ADMs (including QBRs, MBRs); ensure escalation trends, SLA breaches, and delivery risks are addressed
- Review invoicing, margin realization, and fulfillment metrics under vertical delivery governance; coordinate with Sales and Delivery Ops for timely resolution and collections
- Support vertical-level planning, growth, and strategic delivery initiatives
- Identify vertical-level delivery trends, capability gaps, and client needs to inform pursuit strategy, solutioning alignment, and renewal planning across accounts
- Provide delivery inputs for new opportunities, expansions, and upsell/cross-sell initiatives; ensure ADMs are aligned on delivery feasibility and fulfillment readiness during pursuits
- Drive workforce planning, quality improvements, and capability building initiatives in coordination with Delivery Ops and Horizontal Delivery heads
Key interfaces
- Work closely with ADMs for delivery oversight, issue resolution, and reviews
- Partner with Vertical Sales Head & AMs for vertical-level strategy, client alignment & growth opportunities
- Align with Horizontal Heads and staffing and workforce transformation for capacity planning, fulfillment and skill readiness
- Work with COO, GSO & Vertical Sales Head to track deal pipeline & facilitate demand mgmt.
- Coordinate with HR & Horizontal Heads on vertical-specific capability-building initiatives
Key metrics
- Gross Margin %
- Invoiced Revenue
- Client satisfaction (CSAT score)
- Cost overruns - Negative margin acc.
KRAs
- Delivery Quality scores (SLA compliance, COQ, COPQ) % On-time delivery
- % Variance in GM forecast vs actual