Responsibilities:
Client Account Ownership:

• Longer term / strategic oversight and planning of your account Portfolio - planning for and maximising retention and growth in your Sector, through strong partnerships with your GTM colleagues and support/mentoring of your Delivery Owners.
• Strong governance, and where necessary, intervention, of the Accounts within your Portfolio - You are accountable for the Operational Health of all of your Accounts ensuring they are meeting/exceeding all Quality metrics all of the time. Any deviation from a green status must be managed back to green within 60 days
• You will sit as a senior stakeholder on QBRs for appropriate accounts ensuring leadership representation from CloudFactory
• Proactively identifying and managing business risk related to Service Delivery within your portfolio, including managing and liaising with Stakeholders across the company (cross functional)
• Proactive planning and execution of business and people related risk and change management
• Planning the deployment of people and resources to fulfill the needs of your Accounts and any new ones as your Portfolio grows
• You are responsible for identifying the cause of Churn, any lessons learnt, and for bringing those learnings to the DLT as actions for the wider business to implement.
• DRiving actions to ensure growth stability quality first whilst achieving all metrics across your portfolio

People Leadership:

• You are responsible for all Delivery Owners within your Portfolio - managing those team members to maximise for high performance and core team satisfaction against CloudFactory values and principles, as well optimise for utilisation and efficiency.
• Support your DLT in cultivating and fostering a growth environment that invests in people, encouraging and supporting your team members to develop through stretch goals, frequent feedback, and effective coaching
• Supporting, leading and coaching your team to ensure maximum performance of their people on a continuous basis. Growing talent and supporting low performance to succeed
• Supporting, encouraging and role modeling strong team working across locations and functions both for your direct reports, peers and across the business

Requirements

Knowledge:

• Career Development Plans creation and support
• Performance management of low performers
• Grow talent and succession plan within your team and the wider team
• Business 2 Business service environment
• Create a positive work environment, maintain team morale, and establish healthy working relationships with team members

Skills and Experience:

• Experience at senior Leadership/ Management level in a service oriented environment
• Experience of leading teams virtually on a global scale
• Ability to work under pressure and manage multiple tasks simultaneously
• Outstanding communication skills with the ability to communicate at all levels
• Attention to detail
• Drive deliverables through collaboration and cross functional team work
• Demonstrated proactive leadership of Delivery objectives