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Situation and SLA Manager to Accenture in Gelsted/Kolding

Job Location: Location Negotiable

Regional Description: Denmark

Job Number: 00554341


- Job description

Situation and SLA Manager to Accenture in Gelsted/Kolding

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

When you join Accenture, you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical expertise, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

Right now, we are looking for a Situation and SLA Manager to a client specific team of Infrastructure and Application Outsourcing located in Gelsted (Primary), Kolding and in Hørsholm. You will be working in a unique challenging environment with primary focus on operational tasks towards Accenture’s biggest ‘Outsourcing’ client in Denmark.

Your Colleagues and Career Opportunities

The partnership, which you will be a part of, is a long-term partnership, that includes Management of Applications Outsourcing and Infrastructure Outsourcing. We do not only maintain key business functions for our client, we do also constantly seek to improve them to help our clients develop their IT and Business. Moreover, we leverage our global network and combine our expertise in Funen and Jutland with experts from all over the world.

You will be part of a dedicated and skilled Service Management team, located both in Denmark and in India. Your primary responsibility will be Situation Management on critical incidents. In this role you will become the primary escalation and contact point for all critical incidents and outages and be responsible for the coordination of communication to stakeholders on critical incidents from their detection until operation is restored.
The position do also cover the responsibility to renew and maintain SLA’s together with the our technical experts and the client.

Key responsibilities include

  • Act as primary escalation and contact point for all critical incidents
  • Ensure timely communication to impacted stakeholders during and after critical incident resolution
  • Prepare Root Cause Analysis documentation for critical incidents
  • Chair weekly service review meeting with the client to provide updates on the incident handling
  • Provide necessary input to Problem Management to identify trends or possible ways of preventing reoccurrence of a critical incident
  • Drive alignment and support process improvements of the critical incident handling process
  • Manage planning of the Situation Management on call Shift.
  • Drive updates to SLA’s based on changes in operations.
  • Manage SLA Changes requested by the client.
  • Follow-up on SLA Breaches to ensure correct reporting and align with the client.


  • 3-5 years experience from a similar position within IT Operations, Incident Management, Escalation Management or SLA Management
  • Experience with an outsourced IT environment
  • Strong communication skills
  • Analytical, structured and methodological
  • A service-minded approach to problem solving
  • Reliable personality with good interpersonal skills
  • Ability to work with a diverse set of stakeholders ranging from users, senior level management and peers
  • Fluent in English oral and written
  • ITIL certified or understanding of the ITIL framework
  • Ability to work on call every 3rd week out of normal business hours.

Investing in you

At Accenture, we believe that quality comes from within and we invest considerable resources in the development of your professional competencies. You will receive on-going training that builds and extends your skills on a continuous basis, allowing you to develop tailored expertise.

Balancing your priorities

Our employees are our most important asset and we provide an environment that encourages a healthy work/life balance. For example, we offer working from home when the project allow it. You will get your own career counsellor who interacts with you on a regular basis, ensuring you a career path that suits your needs and ambitions. Through our buddy network you will have easy access to knowledge and networks both on a professional and a social level.

Are you interested in further strengthening your career in a world class environment?

Equal is greater than - Accenture welcomes and encourages applications from diverse backgrounds related to gender, age, ethnicity, culture, race, religion and belief, disability, nationality, sexual orientation and gender identity. Inclusion and diversity are fundamental to our culture and core values, providing an environment where everyone brings distinct experience, talent and culture to their work. We invite you to be part of this diversity!

If you would like to be considered for employment opportunities with Accenture and need special assistance due to a disability or accommodation for a disability, please call us at +45 7228 8000

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