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, robust 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 qualified 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 new 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 opportunity.

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