10 days old

Service Delivery Operations Associate Manager

San Jose, CA 95115
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.



People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.




Portfolio & Delivery Management professionals plan, deliver and execute one or more projects and programs for Accenture or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.



Job Description




Responsibilities of the Service Delivery Operations Manager include:



+ Building a personal relationship with key client staff


+ Successful service delivery SLA achievement and high level of customer satisfaction


+ Monitoring overall performance of services


+ Good communication around issues and opportunities get things done, make things happen


+ Collaborating with senior management on client account management and growth


+ Ensuring operations teams are aware of changes and are prepared


+ Building service reports


+ Ensuring healthy financials of the account along with financial reporting and monitoring


+ Service reporting and sponsoring service delivery meetings


+ Pulling in additional resources when needed e.g. specialist teams or people for specific issues opportunities


+ Removing all obstacles to customer satisfaction and or financial performance


+ Communicating across organizational boundaries from engineers through to senior managers


+ 3rd party management responsibilities


+ Looking out for client long term interests


+ Following up if service delivery is not meeting expectations









Basic Qualifications



+ Minimum of 5 years of experience in Operations Delivery


+ Minimum of 3 years of team management experience


Preferred Qualifications



+ Experience managing Supervisory personnel


+ Contact center background


+ Experience leading Technical Customer Support Team


+ Bachelors degree


+ BPO experience


Professional Skill Requirements



+ Proven ability to build, manage and foster a team-oriented environment


+ Proven ability to work creatively and analytically in a problem-solving environment


+ Desire to work in an information systems environment


+ Excellent communication (written and oral) and interpersonal skills


+ Excellent leadership and management skills



Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.


Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.


Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.


Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.


Accenture is committed to providing veteran employment opportunities to our service men and women.

Categories

Posted: 2019-11-01 Expires: 2019-12-01

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Service Delivery Operations Associate Manager

Accenture
San Jose, CA 95115

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