Account Manager

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: - ( - )

Experience: 8+ yrs

Location: New Delhi, Delhi, India, Jaipur

We are looking for an experienced and strategic IT Operations & Service Delivery Leader to manage and scale technology operations within a large, complex organisation. The ideal candidate will bring strong expertise in operational management, IT service delivery, organisational transformation, automation, and performance optimisation, preferably within the high-technology sector.

This role requires a proven leader who can manage large teams, oversee 24x7 IT services, drive operational excellence, and translate business objectives into measurable outcomes. The candidate will be responsible for improving service quality, increasing delivery efficiency, leveraging data analytics, and implementing automation and AI initiatives to support organisational growth.

Requirements

Key Responsibilities

• Lead and scale technology operations and IT service delivery across large, complex organisational environments.
• Manage on-site and offshore teams responsible for delivering reliable 24x7 IT services.
• Drive organisational growth, strategic transformation, and operational excellence initiatives.
• Oversee service delivery performance, ensuring adherence to quality standards, service-level agreements, and business objectives.
• Manage P&L responsibilities, budgets, resource allocation, and operational costs to improve financial performance.
• Lead large teams and establish clear accountability, performance expectations, and leadership development practices.
• Identify opportunities to improve service quality, productivity, turnaround times, and operational efficiency.
• Implement automation and AI-enabled solutions to reduce manual effort, improve consistency, and support scalable operations.
• Establish data-driven performance management practices using operational dashboards, KPIs, and service delivery metrics.
• Analyse trends, identify root causes of performance issues, and develop actionable improvement plans.
• Apply IT Service Management (ITSM), Software Development Lifecycle (SDLC), and product management best practices across delivery operations.
• Collaborate with engineering, product, technology consulting, and business teams to resolve operational challenges and improve outcomes.
• Communicate organisational performance, business value, risks, and improvement opportunities to executive stakeholders.
• Define and implement scalable operating models, governance frameworks, and continuous improvement processes.
• Ensure teams can clearly demonstrate the value delivered, challenges encountered, and measurable impact of their work.

What Makes You a Great Fit

• 8+ years of experience managing scalable operations in large, complex organisations, preferably in the high-technology sector.
• Proven track record of leading organisations through business growth, operational scaling, and strategic transformation.
• Experience managing on-site and offshore teams delivering 24x7 IT services.
• Demonstrated ability to lead large organisations, ideally with responsibility for teams of 250 or more employees.
• Experience with P&L ownership, financial planning, resource optimisation, and cost management.
• Strong expertise in ITSM, SDLC, service delivery, and product management practices.
• Experience implementing automation, AI, and technology-driven process improvements.
• Strong understanding of data analytics, operational KPIs, and performance measurement.
• Ability to translate complex operational data into actionable insights and measurable business outcomes.
• Excellent executive-level communication, presentation, and stakeholder-management skills.
• Strong strategic thinking, problem-solving, and decision-making capabilities.
• A software engineering or technology consulting background is preferred.
• Ability to build high-performing teams, establish accountability, and drive a culture of continuous improvement.