Sutherland Global Services

Account Manager

4 days ago(12/11/2017 4:34 AM)
Job ID
Service Delivery Leadership - Account Manager
BG-Sofia Bulgaria


Position requires a sound balance of solving for client customers, the client, program financials, and employees.  Under the AM umbrella, the candidate will oversee and be responsible for KPI performance, staffing/capacity planning, training, operations, quality, reporting, and employee engagement. Team member will interact with a variety of customers including front line consultants, Team Managers, Account Managers, SGS senior leaders, and the client.


Manage all aspects of the service delivery operations, customer interaction and work with peers to drive strong people management and implement quality initiatives at site Account level.

  • Drive Operational initiatives/projects to improve Productivity, Customer Sat, Client Sat, staffing and sourcing for the account including design, implementation and monitoring of staffing and sourcing model
  • Develop an organization prepared to handle people and business growth, handle group-level financial responsibilities and regular business change, and deliver responsive and quality support services to all customer segments

                Engage with and develop a high quality relationship with clients

  • Drive innovative thinking to create a high quality tech support and customer retention delivery model
  • Develop team managers and top quality support personnel who can provide technical leadership to the group.
  • Accountable for P&L and site account budget
  • Ability to define, develop, and implement highly successful service delivery strategies and programs in conjunction with stakeholders
  • Understanding of Enterprise eco system in technology and enterprise class products and services
  • High end tech support for applications and /or infrastructure. Cloud support is a plus.
  • Managing a full unit financial budget and P&L
  • Effective negotiation skills across cultures and distances, and proven ability to handle difficult & sensitive situations
  • Ability to demonstrate business leadership across global and regional stakeholders and clients;
  • Performs other lawful tasks delegated by his/her manager;
  • Adhere to the rules and regulations of the company;
  • Adhere to the non-disclosure agreement.


Minimum of 2 years of relevant experience in a hospitality environment

  • 3-4 years of people management experience as an Operations or Account Manager
  • Experience in managing large teams and on organization change management would be desirable.
  • Excellent communication (both written & verbal presentation) skills.
  • Tech experience.
  • Experience in managing a team and managers.
  • Experience in organization change management.


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