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Contract Specialist with English & Italian

Job Location: Prague

Job Number: 00478139


- Job description

Accenture is expert in Infrastructure Outsourcing Services, collaborating seamless across our EALA IO Delivery Center. EALA IO Delivery Center in Prague delivering the complete Lifecycle of Design, Build and Run for Infrastructure Services and Service Management excellence. We engage and position ourselves for growth in emerging Technologies, Cloud, intelligent Automation and Artificial Intelligence.

We are looking for highly motivated individuals to work in this demanding environment. The successful candidate will form part of a core team accountable for the successful day to day management and maintenance of the Clients environment. Delivering and establishing projects related implementation for multiple clients. Candidate should have professional behavior, working in client environment abroad along with travelling.




• Service Management (ITIL v3) - Escalation Management, (Major) Incident Management, Client Relationship Management


• Infrastructure background


Role Description:


• Point of contact for the client regional manager to establish a formal channel for complaints and incident escalations to ensure “High Client Satisfaction”


• Understand client perspective of service and prioritize improvement areas


• Business growth opportunity identification, extraction & development

• Coordinate with clients and internal stakeholders to find mutual solution to conflicting problems


• Present information on challenging situations to clients and internal team while managing challenging delivery requirements


• Coordinate with multiple support teams for escalated issues and participate in Bridge-calls in case of major service outages


• Effectively and accurately communicate resolution status of escalated issues to client and Accenture leadership.


• Generating and distributing some of the reports to leadership and/or client


• Analyze the Incident flow/volume and suggest for appropriate action, working on pending Incident report, major incident report etc. and drive for closure



Must Have:

• Excellent business communication and analytical skills in English


• Infrastructure Experience with Network knowledge.


• Ability to handle stress in changing delivery requirements and to interact with senior leadership with confidence and maturity.


• Experience in managing virtual teams with only function reporting to delivery teams


• Experience in Incident, Problem & Change/Release management (based on ITIL v3)


Good to Have:

• Project and program management (PMP, Prince2 or similar)


• Service Management (ITIL v3)


• Infrastructure/technical background (Data/Network, Security, Voice, Wi-Fi)


Work Experience:


• Approx. 3-5 years’ relevant experience in a similar capacity with a large organization


Additional requirements:


• Working schedule from 16-24 CET to cover US business hours (Monday to Friday)


• Daily home working possibility (due to late working schedule)


• Ability to travel to client sites (US/EU) is beneficial not mandatory

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