15 days old

Service Delivery Operations Manager



Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations servicesall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com (https://blog.accenture.com/nacandidatemarketing/2021/03/24/updated-accenture-boilerplate-new-of-employees/www.accenture.com) .



The Service Delivery/Program Manager Lead will be responsible for leading ongoing projects that create operational efficiencies for the Intelligent Citizen Care project. Responsibilities include:





+ Ensure execution of delivery work across multiple service delivery operations



+ Drive optimization of delivery of standard solutions within areas of expertise



+ Deliver agreed scope of services while achieving profitability improvements and productive gains



+ Address performance issues across the service delivery operations, create operational approach and implement continuous improvement



+ Manage supply and demand, service quality and processes to meet delivery expectations



+ Implement the levers to consistently achieve performance targets such as JTIO, Six Sigma, operational excellence, etc.



+ Responsible for career management of service delivery operations resources e.g. training, engagement, mentoring, succession planning and annual performance process



+ Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets



+ Deliver efficiencies through standard processes and synergies



+ Implement standard service level agreement SLA and other contract financial requirements



+ Resolve performance issues with delivery leadership



+ Formalize delivery plans for the service delivery operations with service group delivery leadership



+ Support sales opportunities and validate expected delivery capability



+ Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high-performance process execution



+ Act as escalation point to address issues concerns about service delivery performance, personnel, etc.



+ Engage with Client to align on program objectives, business drivers, and desired outcomes



+ Translate the Clients business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution



+ Responsible for workstream budgets and managing cost within company







Basic Qualifications:





+ Minimum of 6 years of Operations Management experience



+ Minimum of 6 years in a people management role





Preferred Qualifications:





+ Bachelors degree



+ Experience in Cost Management, Operational Excellence, Client Relationship Management, and SLA Management experience





Professional Skill Requirements:





+ Excellent communication, organization time management and problem-solving skills



+ Demonstrated ability to forge meaningful relationships with key Stakeholders



+ Demonstrated ability to lead successful change management efforts









What We Believe



We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.



Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)



Equal Employment Opportunity Statement



Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.



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.



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



For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/\_acnmedia/Careers/PDF-9/Accenture-Annual-Policy-Statement-Regarding-EEO-2018-Applicant.pdf)



Requesting An Accommodation



Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.



If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/contact-us) or speak with your recruiter.



Other Employment Statements



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.



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



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



The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.






Posted: 2021-04-23 Expires: 2021-05-23

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Service Delivery Operations Manager

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