Job Description: Account Manager – Technical Service Delivery

Location: Navi Mumbai

Experience: 18+ years

Employment Type: Full-Time

Reports To: Delivery Head / Program Director

Job Summary:

We are looking for an experienced Account Manager with a strong background in technical service delivery to manage internal technology teams and ensure end-to-end client satisfaction. The ideal candidate will have experience across ERP, DevOps, Databases, Cloud (including Azure), and Automation platforms and possess strong communication, coordination, and leadership skills.

Key Responsibilities:

• Act as a single point of contact for clients for delivery and escalations.
• Build and maintain strong relationships with enterprise customers.
• Ensure SLA, KPI, and compliance reporting is delivered on time.
• Lead cross-functional internal teams (ERP, DevOps, DBAs, Cloud including Azure, Automation).
• Support team members in RCA, JIRA ticketing, change management, and performance reviews.
• Oversee delivery for ongoing projects in Oracle ERP, IBM BPM/BAW, DB2, CouchDB, NodeJS, and Docker.
• Drive improvements in DevOps pipelines, monitoring, and deployment practices.
• Provide guidance on upgrades, migrations, patch planning, and system performance tuning.
• Collaborate with technology SMEs and client-side architects.
• Track new technology trends and recommend adoption where beneficial.

Required Skills & Qualifications:

• 18+ years of IT experience, including service delivery and client engagement roles.
• Strong experience managing technical teams across Oracle ERP, DB2, Exadata, SQL Server, Docker, NodeJS, and Azure Cloud.
• Background in banking, insurance, and enterprise services is a plus.
• Experience with IBM BPM/BAW, DevOps practices, and compliance reporting.
• Excellent communication, stakeholder management, and escalation handling skills.
• Bachelor’s degree in Computer Science / Engineering / BSc or equivalent.
• Certifications in VMware, Automation, Cloud (especially Azure) are preferred.

Preferred Soft Skills:

• High emotional intelligence and stakeholder empathy.
• Ability to work under pressure and handle cross-region teams.
• Detail-oriented with a focus on quality and process adherence.