Black Box

End-to-end digital infrastructure and IT services

Account Delivery Manager - Structured Cabling

Program ManagementConfirmed live in the last 24 hours

Full-timePhoenix, AZ, USANo salary listedIn-person

About the Job

Requirements

Ability to coordinate project managers, delivery operations, account managers, sales, and solution architects to align account delivery.
Ability to plan resources and capacity, track delivery and financial metrics, and prepare reports.
Ability to ensure adherence to client-required technical documentation and service-level agreements.
Ability to manage client stakeholder relationships, drive customer satisfaction, and contribute delivery insights to pursuit and renewal discussions.

Responsibilities

Maintain continuity, renewals, and profitability for assigned accounts, focusing on delivery governance and operational efficiency.
Own client delivery outcomes by coordinating delivery across teams, project managers, and delivery operations.
Collaborate with Sales to drive client satisfaction and delivery-led growth through account-specific service-level agreement achievement.
Coordinate overall delivery and develop an account-level view with project managers, account managers, and practitioner sales.
Drive delivery execution and excellence in adherence to service-level agreements.
Own account delivery and management of projects, including account-level service-level agreements, reviews, resource planning, customer satisfaction, and budgets.
Partner with workforce management to plan capacity and secure staffing; collaborate with horizontal project managers to align delivery execution.
Track and monitor project-specific key performance indicators, report them in the prescribed format, and share inputs with the account manager.
Track resource cost forecasts and prepare weekly or monthly reports for the delivery director on key cost metrics.
Drive project operational metrics and provide inputs to the account manager or business development manager for account-level planning.
Support the account manager and solution architect in identifying margin-improvement initiatives, including automation, and drive their implementation.
Act as the primary delivery relationship holder with key client stakeholders and drive customer-satisfaction improvements based on feedback.
Lead project governance and support account-level governance, including quarterly and monthly business reviews; validate invoices and follow up on collections.
Collaborate with project managers to create project-specific delivery plans and conduct periodic client reviews.
Participate in client pursuits and support account growth, renewals, and opportunities for account extensions, upselling, and cross-selling.
Coordinate with account managers, business development managers, practitioner sales, and solution architects for project kickoffs.
Coordinate with workforce management on capacity planning and fulfillment of resource requests.

Role description:

Responsible for continuity, renewal, and profitability of the assigned account(s) in a vertical, with a strong focus on delivery governance and operational efficiency.
Act as the single point of accountability for client delivery outcomes – managing delivery across horizontals through coordination with PMs and delivery ops.
Work in collaboration with Sales team (Vertical AM/BDM/Sol. Arch.) to drive client satisfaction and enable delivery-led growth through account-specific SLA achievement.
Coordinate and act as conduit for overall delivery – stitching together an account view by working together with PM’s, Account manager and Practitioner sales.

Key responsibilities:

Drive delivery execution and delivery excellence in adherence to SLAs.
Primary owner for account delivery & mgmt. of all projects under the assigned account: account level SLAs, reviews, resource planning, CSAT & budget.
Partner with WMG to manage capacity planning and secure timely staffing; collaborate with Horizontal PMs to ensure aligned delivery execution.
Ensure adherence to technical documentation required by client for project.
Tracking and monitoring project specific KPIs and reporting the same in prescribed format to develop an account-level tracking; sharing inputs with AM as well.
Tracking resource cost forecasts on existing projects; prepare and share weekly/monthly reports to Delivery director for tracking of key cost metrics.
Drive operational metrics for project & provide inputs to AM/Business Development Manager for account-level planning.
Support AM and Solution Architect in identification of margin improvement initiatives (including automation); drive implementation/ operationalization.
Drive customer satisfaction by being primary relationship holder with key client stakeholders for delivery of all projects.
Serve as the primary contact for clients, managing stakeholder relationships & ensuring satisfaction throughout the delivery lifecycle.
Drive CSAT improvement actions based on delivery feedback.
Lead governance activities for project & support in account-level governance.
Collaborate in creation of project specific delivery plan along with Project managers and drive periodic reviews with the client.
Drive and coordinate account governance activities (incl. QBRs, MBRs), validate invoice and follow-up on collections.
Participate in client pursuit and support account growth.
Contribute delivery insights to pursuit and renewal discussions to ensure alignment of commitments with delivery capabilities.
Identify opportunities for extension within the account- delivery trends, capability gaps, or upsell/cross-sell opportunities; provide input on new account leads.

Key Interfaces:

Interacts with Account Managers, PM's and Delivery Ops for tracking of operational and
financial metrics for the projects.
Share inputs with AM on any additional resource requirements to deliver current project.
SoW e.g. address underperformance, scope miss or performance issue.
Coordinate with AM/BDM, Practitioner Sales, Solution Architect for project kick-off.
Coordinate with WMG for capacity planning and fulfillment of resource requisitions.

Key Metrics:

KPIs
Gross Margin %
Invoiced Revenue
Client satisfaction (CSAT score)
Cost overruns - Negative margin accounts (#, Revenue, Gross Margin)

Key Result Areas (KRAs)

Delivery Quality scores (SLA compliance, COQ, COPQ)
% On-time delivery
% Variance in GM forecast vs actual
Account Expansion %

#LI-VB1

About the Company

Black Box

End-to-end digital infrastructure and IT services

Black Box provides digital infrastructure solutions for large enterprises and public-sector clients, designing, integrating, and managing IT environments. It offers services and products across networking, data centers, cybersecurity, unified communications, and digital workplace, along with consulting, project management, and managed services to design, deploy, and operate systems. The company differentiates itself as a vendor-agnostic integrator with a global delivery footprint, offering end-to-end capabilities from initial design to ongoing support. Its goal is to help organizations build scalable, reliable digital infrastructure across distributed locations to support modern operations.

Company size: Not listed
Company stage: IPO
Headquarters: Plano, TX
Founded: 1976

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