Account Run Lead

About the role

The Account Run Lead is the single point of responsibility for ensuring that all run‑delivery activities for a client account meet the contractual Service Level Agreements (SLAs). You will coordinate day‑to‑day service delivery across multiple offering domains, manage on‑call duties and act as the 24/7 escalation point for any incidents.

Key responsibilities

• Own the end‑to‑end run delivery for the assigned account, guaranteeing SLA compliance, quality and financial targets.
• Develop and execute comprehensive delivery plans that align with cost, service and quality requirements.
• Coordinate run resources, including domain leaders, to provide delivery assurance.
• Serve as the primary contact for incident identification, escalation and resolution, including critical incident handling as Production Environment Manager.
• Review and advise on customer contract change requests and ensure smooth implementation of any amendments.
• Drive cost‑efficiency initiatives such as LEAN, automation and the NGDM Delivery Model.
• Lead Joint Account Delivery Reviews and Continuous Service Improvement (CSI) planning.
• Deploy and oversee Rapid Response Teams for reactive incident handling.

Required profile

• Bachelor’s degree (BAC+4/5) in engineering or related field; MBA is a plus.
• Minimum 10 years of experience in IT governance and customer service management.
• Proven ability to manage multi‑disciplinary teams and deliver services under SLA constraints.
• Willingness to work on Moroccan holidays, be on‑call weekly and travel nationally or internationally.

Required skills