Technical Delivery Manager – Strategic Account
Reports To :Head of Delivery / VP
Function : Staffing Delivery / Account Mgmt
Experience: 10–15 years (5+ in delivery/account leadership)
Role Purpose
The Technical Delivery Manager (TDM) owns end-to-end delivery health and growth of an assigned account(s). Operating alongside the Account Manager. TDM is the mini-GM of the account, accountable for fulfillment quality, hiring manager experience, consultant engagement, and systematic account farming. The role elevates Flexton from a transactional supplier to a trusted talent partner.
Key Responsibilities
- Delivery Health & Operations — Drive fulfillment rate, conversion ratios, replacement TAT, and billing hygiene to agreed SLAs. Run daily red-flag review on at-risk consultants, aging requisitions, and escalations. Partner with recruitment lead on sourcing strategy and capacity-to-demand alignment.
- Hiring Manager & Customer Engagement — Maintain structured connect cadence with active hiring managers (Daily for top, alternate days otherwise). Own CSAT / NPS program with target NPS >
40;
close-loop every detractor within 7 days. Co-own QBRs and MBRs with the AM;
publish monthly accountscorecard to leadership.
- Consultant Experience (ESAT) — Run ESAT pulse: monthly for first-90-day joiners, quarterly for tenured consultants. Deliver one career conversation per consultant per year;
partner with HR/L&D; on upskilling. Hold annualized attrition under 18%;
serve as first escalation point for consultants.
- Account Planning & Growth — Build and refresh the annual account plan: org map, white-space targets, headcount / revenue / margin plan, top risks, 90-day actions. Pursue adjacent towers and premium skills (Cloud, Data, AI/ML, Cyber). Deliver agreed targets on revenue growth, net headcount, and gross margin.
- Customer Communication & Account Intelligence — Day-to-day delivery point of contact;
manage formal escalations, change requests, and governance. Maintain living acco