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Service Delivery Operations Lead

São Paulo - Barueri Job No. 12058561 Full-time - Hybrid

Job Description

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 services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 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

In today’s business environment, growth isn’t just about building value—it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.

Operations is one of four services that make up one Accenture –the others are Strategy and Consulting, Interactive and Technology. Within Operations, we are growing our Digital Inside Sales (DIS) team. Our transformational approach to sales brings clients the right combination of expert technical sellers and innovative technology, powered by data and insights.  

As a Service Delivery Ops Lead, you will be responsible for leading, coaching and growing the next generation of program leaders. You will be given the autonomy you need to be successful while being provided a solid framework of systems and governance. This role will be reporting directly to the Accenture Program Lead and will stand in for them when unavailable. 

Please read the details below to see if this role is a match for you.

  • Performance Management- Owns total program performance against sales targets/client success measures for a single program across a single geo. Run an effective governance and performance review structure to meet program targets, SLAs and KPIs.
  • Client Engagement- Leads client relationship management, drives optimization of GTM strategy, calibrates goal achievement expectations, provides strategic leadership, and seeks to grow scope of engagement over time.
  • Deliverables- Provides regular reports on achievement and ideas on optimization opportunities and is responsible for client invoicing.
  • People Management- Ensures support structure and resources from other departments are in place to enable consistent goal achievement.
  • Career counselling and performance coaching for Team Leads or Functional Leads with a total team size of 250-300 FTEs. Give directional guidance to support functions such as training, quality, and reporting to ensure that they are aligned and working towards the program goal and targets.
  • Drive employee retention and engagement. Work closely with HR on people programs and drive Accenture and client policies on performance and behavior.
  • Scope / Complexity- Analyzes problems and creates new solutions or adapts existing methods. Understands strategic direction.


Basic Qualifications:

· Minimum of 6 years of sales leadership or operations manager experience.

· Minimum of 2 years of experience with sales tools such as Salesforce, Tableau, or other sales/reporting tools.

· Minimum of 2 years of experience with all MS Office tools and client presentations.

Preferred Qualifications:

· Bachelor's degree

· Client relationship management skills

· Operations management for a large-scale operation of over 150 headcounts.

· Experience in managing and coaching leaders

· Inside sales experience

· Digital Marketing skills and knowledge

· Ability to make decisions using data with strong analytical and proven reporting skills 

· Excellent problem-solving abilities 

· Effective communication and presentation skills 

· Extremely well organized 

· Deadline and detail oriented 

· A self-starter mentality that is ready to drive implementation of ideas and initiatives.

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