Service Delivery & Account Manager – IT Staff Augmentation

International Clients

Employment Type: Full-Time

Status: Remote

Industry: IT Infrastructure / Staff Augmentation / Managed Services

About the Role

We are looking for a highly motivated and experienced Service Delivery & Account Manager to join our team for a supporting international clients and globally deployed IT engineers.

This is a client-facing service delivery and account management role within an IT Staff Augmentation company specializing in IT infrastructure resources, including Network Engineers, Data Center Engineers, System Engineers, Infrastructure Engineers, Field Engineers and other technical professionals.

The successful candidate will act as the bridge between our international clients, augmented engineers, third-party vendors and internal departments, ensuring smooth service delivery, solid client relationships, timely billing and payments, effective escalation management and continued account growth.

Key Responsibilities

Client & Account Management

- Serve as the primary point of contact for assigned international clients during the night shift.
- Build and maintain strong, long-term relationships with clients.
- Understand client requirements and ensure timely delivery of technical resources.
- Regularly communicate with clients regarding engineers, assignments, schedules, performance and service requirements.
- Handle client concerns and ensure a high level of customer satisfaction.
- Identify opportunities to expand existing client accounts and generate additional business.

Service Delivery & Operations

- Manage the complete service delivery lifecycle for IT staff augmentation assignments.
- Coordinate with globally deployed engineers and ensure smooth day-to-day operations.
- Monitor engineer availability, attendance, schedules, assignments and performance.
- Ensure client requirements are clearly communicated to engineers and internal teams.
- Take ownership of operational issues and escalations.
- Coordinate with HR, Recruitment, Finance, Operations and other departments to ensure seamless service delivery.
- Ensure all client and engineer-related matters are followed through to completion.

Engineer & Vendor Management

- Coordinate with engineers working across different countries and time zones.
- Work closely with third-party vendors supplying technical resources.




- Maintain strong professional relationships with vendor partners.
- Coordinate engineer onboarding, replacement, scheduling and offboarding.
- Ensure vendors and engineers meet agreed client requirements and service expectations.
- Resolve resource-related issues quickly and effectively.

Invoicing, Timesheets & Payments

- Coordinate with Finance regarding client invoicing and billing.
- Review and verify engineer timesheets and working hours.
- Coordinate timely payments to engineers and vendors.
- Resolve discrepancies related to timesheets, invoices, billing and payments.
- Ensure all supporting documentation is accurate and submitted on time.

Escalation Management

- Take ownership of client and operational escalations.
- Coordinate with relevant departments and stakeholders to resolve issues.
- Keep clients updated throughout the resolution process.
- Ensure escalations are closed within agreed timelines.
- Identify recurring problems and recommend improvements to prevent future issues.

Account Growth & Business Development This role will also be responsible for growing existing client accounts.

You will be expected to:

- Identify additional staffing requirements within existing client accounts.
- Build relationships with decision-makers and key client stakeholders.
- Understand upcoming client requirements and resource needs.
- Identify opportunities for additional Network, Data Center, Infrastructure and Technical resources.
- Coordinate with Sales and Recruitment teams to fulfill new requirements.
- Support quotations, proposals and commercial discussions when required.
- Contribute directly toward account growth and revenue generation.

Required Experience & Skills
- 3–6+ years of experience in Service Delivery, Account Management, Client Management, IT Operations, IT Staffing, IT Staff Augmentation or a related field.
- Experience dealing with international clients is highly preferred.
- Experience in IT infrastructure staffing or technical resource augmentation will be a strong advantage.




- Understanding of IT infrastructure roles such as:
- Network Engineers
- Data Center Engineers
- System Engineers
- Infrastructure Engineers
- Field Engineers
- Network/Security Engineers
- Strong client relationship and communication skills.
- Excellent escalation management and problem-solving abilities.
- Strong coordination, follow-up and organizational skills.
- Understanding of timesheets, invoicing, billing and payment processes.
- Commercial mindset with the ability to identify current business opportunities.
- Excellent written and verbal English communication skills.
- Strong command of Microsoft Excel / Google Sheets and business communication tools.
- Ability to manage multiple clients, engineers, vendors and internal stakeholders simultaneously.

The role requires

- Availability throughout the assigned shift.
- Regular communication with international clients.
- Ability to handle real-time operational issues and escalations.
- Flexibility to coordinate with engineers and vendors located in different countries and time zones.
- Ability to work independently and make timely operational decisions during the shift.

The Ideal Candidate We are looking for someone who is more than an operations coordinator.

The ideal candidate should be capable of:

Managing the client → coordinating the engineer → managing the vendor → resolving the issue → coordinating internally → ensuring billing/payment → protecting the client relationship → identifying the next business prospect.

You should be proactive, commercially aware, highly organized and comfortable taking complete ownership of client accounts and service delivery.

Why Join Us?

- Work directly with international clients.
- Exposure to global IT infrastructure and technical staffing.
- Work with Network, Data Center and Infrastructure Engineers across different countries.
- Opportunity to develop strong international client-management experience.
- Client-facing role with significant ownership and decision-making responsibility.
- Career growth toward Senior Service Delivery Manager / Account Manager / Head of Service Delivery.

If you have strong client-management skills, understand IT infrastructure staffing, can work the night shift and enjoy taking ownership of complex operations, we would like to hear from you.

📌 Service Delivery & Account Manager – IT Staff Augmentation (Mumbai)
🏢 Sharp Brains
📍 Mumbai