Account Delivery Leader

Summary

The Account Delivery Leader (ADL) is accountable for the delivery of all Gainwell Technology services to the Client contractual, cost, schedule and quality targets.

The ADL works with the account and their management team to deliver high quality services, with high client satisfaction, at the targeted cost levels.

Their mission is to evolve the delivery model to be ahead of the competition in terms of quality and cost and enable growth for the business.

• Manages the delivery of the contracted services/solutions to time, cost and quality, including Service Level Agreements (SLAs).
• Manages operations delivery and is

• responsible for the ITIL processes, infrastructure maintenance and nightly cycles and batch processing.
• Operates within defined cost structure (Plan of Record), ensures the delivery of the contracted services/solutions to time, cost and quality, including SLAs
• Drives service and quality improvement by:
  • Ensuring that delivery issues are fully resolved (including root cause analysis)
  • Implementing service improvement, productivity improvement and cost optimization plans
  • Maximizing use of standard Gainwell products and solutions
  • Compliance with ITIL processes and Gainwell standards, processes and tools
• The ADL role is a key part of the Account Management team – they will partner with the Account General Manager and the customer to transform the client business while demonstrating the innovation Gainwell brings to our customers and driving towards a standardized, automated service delivery model

Your role in our mission

The ADL is the principal contact for all delivery issues for both the client and Gainwell delivery organizations.

• Integrates and co-ordinates services from Delivery Functions and between Gainwell and third-party suppliers

• Leads operational excellence initiatives in support of the account.

• Identifies delivery issues (time, cost and quality) and ensures that the impact and resolution actions are understood by key stakeholders

The ADL manages the client relationship for all Delivery activities.

• Develops and nurtures an excellent client relationship at the executive level in conjunction with the Account General Manager

• Understands the client to:
  • Contribute to the client’s strategic business plan
  • Analyze delivery requirements
  • Create incremental revenue opportunities
  • Drive transformation of the client environment to deliver high-value, cost-effective services

Establishes the customer as a reference account by:

• Providing efficient and effective service delivery
• Proactively managing issues that could impact service and/or client satisfaction
• Focusing on continual quality and cost improvement aligned to the client business priorities

Expectations of the ADL

Accountable for end-to-end delivery

• Act as the highest point of accountability
  • For all delivery outcomes, issues and costs
  • Pro-active oversight of end-to-end service delivery through effective measurement and governance
• Maintain a Gainwell focus to drive client satisfaction
• Pro-active and open communication – no surprises, no excuses
• Escalation by exception

Reinforces safe pair of hands

• Predictable, reliable – vigilance on zero outages, red projects

Serves as a trusted advisor/partner

• Represent “One Gainwell” and consider the client’s viewpoint first and foremost for delivery related topics

Manages to the account financial plan

• Fiscally responsible
• Delivering to the SLA, avoiding penalties

What we're looking for

• Bachelor's degree or equivalent combination of education and experience
• Master's degree in business administration, engineering, information systems or related field preferred
• 10+ years of IT management experience within a large-scale technology environment
• At least 5-7 years of experience in leading Infrastructure and/or Application Business
• Excellent customer relationship management skills with demonstrated success with  building/managing relationships with customers at all levels of an organization, including C-level executives
• Experience working with Medicare/Medicaid/Public Health
• Capability as credible and effective executive advisor/coach, including managing change and transformation (cultural, technical, and business)

Personal Attributes:

• Highly self-motivated − responds well to and operates effectively under pressure
• Deals well with complexity
• Collaborative team-player
• Results-oriented
• Leader that demonstrates initiative and decisiveness
• Possesses tenacity and drive
• Embraces and champions change
• Willing and able to travel whenever necessary to support Account/Client meetings

What you should expect in this role

• Fast-paced and dynamic work environment

• Up to 10% travel required

• Fully remote opportunity (within US)