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Service Delivery Operations Team Lead

Ontario - Mississauga Job No. 12470633 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, Song, Technology, Industry X and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 733,000 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 outstanding experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to redefine their operating models. 

Within Operations, we are growing our Digital Inside Sales (DIS) team. Our groundbreaking approach to sales brings clients the right combination of trusted technical sellers and innovative technology, powered by data and insights. 

The Service Delivery Operations Team Lead (XFN) is responsible for leading the Sales Enablement, QA, AOS and PGO (program operations) roles within the region. As the XFN Lead, you will be directly reporting to the Regional Lead and need to have a deep understanding of business needs, priorities and challenges. You are responsible for collaborating with the Global QA/AOS/SE Leads to execute and drive global priorities regionally while also balancing them against regional priorities. You will be responsible for ensuring compliance to XFN operating models and that your reports are fulfilling all their roles and responsibilities while meeting the defined OKRs for their roles. You will need to have clear alignment with the Sales Functional Leads to ensure that QA, Sales Enablement, AOS and PGO functions are focusing on the right initiatives to drive the most productivity and efficiency impact for the business. 

 Service Delivery Operations Team Lead also known as Cross Functional Lead (XFN)

  • Manage a team of direct reports across cross functional roles including Quality Assurance, Sales Enablement and Technical Specialist. 

  • Ensure OKR achievement of direct reports through regular feedback and performance coaching on a 1:1 basis

  • Ensure alignment on XFN Lead priorities and processes with regional Sales Leadership 

  • Connect with global XFN Leads to execute and drive global priorities regionally

  • Provide holistic status updates and OKR performance to the Operations Manager and client leadership team through an effective governance process

  • Identify opportunities for new processes, raise feedback and execute optimizations 



Basic Qualifications:

  • Minimum 1 year in a leadership position, with people management experience 

  • Business level English proficiency


Preferred Qualifications:

  • Excellent communication skills and comfort in presenting key findings to leadership level stakeholders. You should be able to clearly and concisely articulate performance of the XFN team in a holistic manner

  • Excellent people management and coaching skills as you will be overseeing multiple and diverse leadership roles

  • Strategic problem solving skills as you will be tasked to drive business impact for the XFN Team. 

  • Excellent project management skills with the ability to prioritize competing priorities and find synergies where they exist

  • Excellent stakeholder management with the confidence to push back when an ask is not aligned with the defined strategic priorities or out of scope for your teams

  • Agility and ability to quickly adapt to business needs

  • High/business level English proficiency. You will be operating in an environment where English is the primary language (e.g. tools, documents, meetings, etc.)



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