Account Delivery Lead

1 week ago

Canberra, ACT, Australia DXC Technology Full time

The DXC ADL is the single point of accountability for the realisation of the business benefits expected from the transformation of the client's ICT environment (if applicable) and for the delivery of the services associated within the scope of the services contract.


The ADL works in close partnership with the AGM/CSE to manage all aspects of account performance, with a key focus on the existing "run" and "projects" business with the client.

The ADL will ensure services are delivered to contractual service levels, cost are reduced in line with any revenue reductions, resources are effectively deployed and standard (SSRs) and non-standard service requests (NSSRs) are fulfilled so that the existing business grows and profitability is improved over time.


Primary responsibilities include:

  • Being the principal contact for all delivery issues on the account
  • Developing and nurturing an excellent client relationship at the executive level in conjunction with the AGM
  • Conducting a service baseline review documenting CMO service level performance, incident, problem and change levels and any other relevant activity that could usefully describe the experienced level of service maturity before DXC takeover (as required for new clients/scope).
  • Building and implementing quality services and solutions
  • Reviewing and approving any and all transition and transformation program and project plans
  • Ensuring the Phase In (transition) and transformation programmes are effectively managed and deliver the expected benefits on time and at planned cost
  • Demonstrating effective programme management and management of change capability
  • Facilitating prompt identification and resolution of delivery issues
  • Adhering to the IT architectural standards documented in the contract
  • Ensuring completion and acceptance of DXC contract deliverables
  • Tracking performance and meeting Service Level commitments as defined in the contract
  • Developing and implementing the Account Delivery Plan and project plans in accordance with the contract and applicable Statements of Work (SOWs) and Schedules
  • Staffing all account delivery and small project teams with the appropriate level of trained personnel and forecasting and managing resource requirements
  • Drive Delivery led growth by delivering standard and NSSRs on time (quote/approval/implement) and to budget and with client satisfaction
  • Create incremental revenue opportunities in alignment with account based targets
  • Establishing a "Continual Service Improvement" culture and leading any required Service Improvement Plans

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