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Client Services Delivery Manager

Job Location: Melbourne

Regional Description: Australia

Job Number: 00621955

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- Job description

Client Services Delivery Manager


Assign all work assignments, commit team(s) to work, manage the quality of their work, manage the team 's financials and mix to targets, and drive the overall people management within the team. May manage service delivery team leads. 


Talent Segment: Portfolio & Delivery Management 


The role will be compensated between $119,000 - $145,000 including super.


Key Responsibilities


Your role includes some or all of the following key responsibilities. You should review these in conjunction with career level guidelines to gain a clear understanding of the expectations for your role. 


Client Service Team/Service Delivery Team Project/Support Team Management and Work Management

  • Empower resources to work and agree on deliverables, budget, schedule, dependencies, service levels, scope and other required operating metrics. 
  • Assign team resources to work on communicating allocated budget, schedule, macro approach and deliverables 
  • Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with appropriate quality 
  • Manage resources to achieve these assignments 
  • Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings 
  • Maintain team's work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status etc.) 
  • Approve team members time sheets, identify source of any variances and drive plans to correct the same 
  • Identify and manage issues and risks and act as an escalation point within the team 
  • Work with other delivery managers and project managers to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as needed 
  • For BPO, facilitate effective Management Operating System, ensuring timely reviews of process outcomes [(3X3) metrics ,Key Performance Indicators(KPIs),Service Level Agreements(SLA)] and improvement/change initiatives 

Competency and Skill Management

  • Manage and develop team competency coverage through cross-training, leadership development and succession planning 
  • Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies 

People Development and Management

  • Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts etc.) 
  • Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources 

Process Capability Development

  • Serve as process expert/coach for the team's deliverables 
  • Drive methods adoption and act as an expert on how to cost effectively deliver the Client Service Team's/Service Delivery Team's process and/or project requirements and deliverables 
  • Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements 
  • Identify and implement productivity improvements, ensuring adherence to appropriate project gating and business case approval requirements. 
  • May leverage benchmarking to identify leading practices, measure service performance against appropriate external standards and facilitate sharing of best practices 
  • May analyze and manage performance of third party vendors/contractors or departments to delivery service/process requirements and when required identify and facilitate performance improvement 
  • May facilitate monitoring service/process related technologies and service related policies and when required identify areas for improvement. 

Process Compliance/Consistency, Quality, and Continuous Improvement

  • Schedule, assign and track signoffs for deliverables owned by the team and validate the participation of appropriate contributors to each deliverable 
  • Validate appropriate contributors have participated in the creation/review of each team deliverable according to standard methods and/or processes 
  • Ensure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely manner 
  • Serve as a peer or process reviewer as appropriate and participate in Capability Maturity Model® Integration (CMMi) or other quality assessments as needed 
  • Identify continuous improvement and productivity improvement opportunities – maximize reuse, minimize redundancy, streamline, drive one-to-many approach etc. 
  • Participate in the creation of team deliverables as appropriate 

Scope and Client Service Delivery Tasks

  •  Accountable at the Account Level – Managing internal/external delivery expectations of multiple small to medium size accounts 
  • Accountable and actively manages project financials (cost revenue, CCI,etc.) 
  • Mentors and grooms delivery management and teams in ACN best practices 
  • Maintains business and industry knowledge to guide Customers in strategic delivery decisions 

Candidate 

  • shows good leadership attitude and is able to manage a local team (up to 10 persons) 
  • uses and shares experience to improve results of himself, his team and others 
  • acts to achieve business objectives (costs, revenue, CCI, …) 
  • Significant influence in a leading role (System Architect / Solution Architect) for one or more projects 

Software Product Influencer

  • Provide feedback from the markets for new features in future releases 
  • Improve/validate approaches for new features in future releases 
  • Create/improve documentation and training material for new/existing features to: 
  • offer useful products to fulfill customer's requirements and to improve their business results 
  • decrease costs caused by poor quality of the product before it has an impact on customer satisfaction 
  • share knowledge and experience to Services team before an official release 

Special Initiatives/Other

  • Participate in and/or lead special initiatives 
  • Team Finance and Resource Management
  • Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices 
  • Manage staffing assignments and role changes 
  • Support recruiting and interviewing potential new team members 
  • Balance workloads and skill sets across clients to support one-to-many delivery 

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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