Account Delivery Manager, Lead SRE

Role:

Account Delivery Manager, Lead SRE

A Client Engagement Leader responsible for managing an end‑to‑end Application Support, SRE outsourcing contract delivered by Mphasis using its own globally located resources, largely in India, the UK and the US.

The role envisages managing the multi‑year, Application Support, SRE outsourcing engagement for a Fortune 100 client, as an Account delivery leader. The delivery responsibility is for managing an end‑to‑end Application Support, SRE outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and the US, as well as 3rd party providers for specific services.

The KRAs for the role are client CSAT which includes goals on innovation and customer experience, and financial metrics (revenue and profitability).

• Account governance and representation of Mphasis in client forums and reviews
• Providing thought leadership and contributing to Customer success – position Mphasis as a trusted partner to the client's business
• People management, team performance governance, and delivery governance for large teams
• Management of globally IS technical delivery teams across multiple programs/projects covering various client initiatives and spanning multiple infrastructure towers, meeting client expectations, and contractual commitments consistently.
• Technical engagement with client to generate proactive innovations and transformation initiatives resulting in a positive client experience, client risk management as well as revenue opportunities for Mphasis
• Management of overall P&L for the account and driving cost optimization initiatives. Working closely with the Sales Leader to Grow the Account Globally.
• Broad SRE and automation leadership experience spanning enterprise infrastructure, Kubernetes/Open Shift platforms, observability, batch scheduling, and Ansible‑driven automation, with a strong background in production support, and large‑scale transformation using AI/ML and LLM‑enabled operational intelligence.

• Proven track record of success driving excellent client relationships, strategic client partnership, delivery/account management and deployment of large scale and high quality, contemporary, Application Support, SRE solutions. A successful track record delivering on CSAT and financial metrics
• A technical background in Application Support, SRE services and experience managing IS account delivery based on ITIL processes and deployment of new services as under Managed services
• Preferably handled services or worked in India Service providers outsourcing contracts
• Profile would call for clear understanding of automation‑led infrastructure delivery, deployment of Quality Management System to measure the CSAT, client end‑user experience and Success of contracted deliverables
• Proven experience in building and managing client relationships at CIO, department head and business stakeholder levels. Strong business acumen and partnership skills. Managing 3rd party vendors.
• Proven ability in Account management and Governance, including contract management of large, total outsourcing contracts with Managed services. Should have led global, UK/Europe/US based accounts of GBP 15M TCV and more.
• Ability to manage globally distributed technical delivery teams across multiple programs/projects covering various customer geographies, covering full spectrum of infrastructure services – End user, service desk, data centre, networks, information security, cloud services and cross‑functional scope.

• Engineering or similar advanced educational degree.
• Work Experience:
  
  minimum experience of 12+ years