Account Lead

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Account Lead

Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.

The Account Leader (AL) is a key role that brings together all Delivery services and activities to the Nordic Managed services and the Customer. The AL acts as the client-facing delivery Single Point of Contact (SPOC) for their customer and ensures accountability in the delivery model. Working as a member of the Delivery Services team, the AL will have a line of sight to the contractual services sold to the customer and represent the single interface to the Managed Services Executive for those services. 

The Account Leader (AL) role is a key part of the Account Delivery engagement team and will advise the managed Services Executives and customers on recommendations for improvements to infrastructure and support services to enable the Account to be green while demonstrating the innovation Nordic brings to our customers. 

The Account Lead will have end-to-end accountability for a sold service and outcomes for a customer across regional boundaries. This includes meeting Run contractual SLAs, including Incident Time-To-Resolve (TTR), Availability SLAs, Problem RCA turn-around time, and Change success and all defined KPIs and measures of success. 

Key Responsibilities

• Contributing to stability and growth of the margin for the service provided 

• Meeting corporate margin targets by ensuring YoY cost reduction as agreed during the deal and fiscal year financial reviews 

• Ensuring the labor and technology costs for the service are in line with the Plan of Record (POR) to help achieve the target margin 

• Acting as a trusted partner of the delivery teams, Account and the Customer 

• Ensuring the offering domain Delivery Leaders are aware of the customer’s most critical infrastructure and most stringent contractual target so they can deliver great service, meet SLA, and avoid service credits/penalties 

• Participation in customer account reviews
• Lead the Account Delivery Reviews, Hub Functional reviews, and Daily Operations Review Meetings (DORM) and attend operations meetings within the Hub organizational structure 

• Conducting service delivery reviews with the Delivery and Hub Leads, reviewing the Continual Service Improvement (CSI) Plans and strategic programs

• Ensuring a Business Continuity Plan (BCP) is in place for your represented service and linked to the customer BCP 

Skills and Experience

• Knowledge and understanding of specific industry environments and business needs 

• Understanding of the commercial context of the industry 

• Working knowledge of ITIL (with at least Foundations certification) with a preference for executing in the environment 

• A broad understanding of the vast range of IT operations and ITO service offerings 

• Ability to fully understand and manage capability-related work and to drive a diverse team of employees and suppliers to delivery within rigorous Nordic Global requirements 

• Ability to drive relationship-building and teamwork, and has a strong customer focus 

• Ability to successfully interact with varying levels of Nordic and client leadership 

• Ability to establish and manage performance metrics 

• Ability to manage urgent and complex tasks simultaneously 

• Prudent decision-making 

• Experience in managing a matrixed organization 

• Negotiation and conflict resolution skills 

• Strong customer focus and communication skills 

• Strong vendor management focus, particularly in relation to Service Management 

• Knowledge of standard offerings and portfolio

• Change Management, Risk Management and change back-out planning 

• Financial Management, capital, and expense budgets 

Minimum Years of Experience

• Bachelor’s Degree in a related field and 8 years of experience. Or 11 years of experience.
• 5 -10 years IT experience in management within a large-scale technology environment 
• Tertiary qualifications preferable 

Other Knowledge, Skills and Abilities Required

• Should be mature enough to accept strategic direction from global capabilities and can work with important external factors such as regional cultures and client environment. 

• Highly self-motivated 

• Responds well to and operates effectively under pressure 

• Deals well with complexity 

• Collaborative team-player 

• Results-oriented 

• Has initiative and decisiveness 

• Possesses tenacity and drive 

• Embraces and champions change 

• Willing and able to travel whenever necessary to support Account/Client meetings