Role Summary
Ownership and accountability for the successful delivery of your Portfolio of accounts - ensuring Quality First Every Time execution (meeting all internal and client SLAs all of the time), Revenue protection and growth.


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