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Technology Service Delivery Manager - Barcelona

Lugar de trabajo: Barcelona

Regional Description: Spain

Número de oferta: 00640300

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- Descripción del puesto

Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.


Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services.


We are constantly seeking new ways to achieve high performance in our clients’ business operations! We provide technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients’ business operations.


What responsibilities will you have?


The Technology Service Delivery Management (TSDM) Organization is the technology account leadership function for Accenture Operations BPS.

The TSDM serves as the technology single point of contact for technology supporting BPO/BPS services at an account or multiple accounts – this role is the end to end technology account lead for the engagement and is accountable for IT delivery in accordance with the contract (e.g. Financials, SLA/KPIs, contract deliverables).


In particular:                

  • The TSDM is the primary Point of Contacts on technology issues or concerns not addressed through the standard support model
  • Under the TSDM are the technology teams responsible for IT delivery, including application and infrastructure service factories, plus driving innovation in support of Accenture’s Rotation to The New and Journey to Intelligent Operations
  • Supports the Technology Mobilization Lead for technology change requests.  Ensures appropriate change control process is followed to facilitate cost recovery for approved change requests.
  • All technology systems, applications, contracts and supporting resources come together under the TSDM as a virtual technology team assigned to the project.
  • Accountable for monthly status updates


Technology Single Point of Contact to Accenture Operations Account

  • Interfaces with Account Executives (technology and business) and client executives when required, to provide strategic technology leadership and direction (especially related to technology innovation)
  • Provides continuity of technology support, as TSDM is engaged and accountable from sales opportunity to mobilization / transition and through contract run.
  • Accountable for all BPO/BPS technology services provided: 

    • Infrastructure (IO)
    • Application Management (AM and AO)
    • Voice and Data


 Business Operator

  • Assists Operations Account Lead (previously called OADM) and service delivery teams in identifying areas where technology efficiencies can be gained and costs can potentially be reduced
  • Proactively suggests additional technology solutions and delivery models for upsell opportunities or FTE reductions. 
  • Understands cost drivers of the technology costs in the CTA/ODE and accountable for technology support teams achieving financial targets and goals
  • Works with OADM during account planning sessions to better understand how technology can support the business and provide input on leveraging new technology offerings
  • Ensures that Technology Contractual commitments are delivered. Eg. SLAs; Security; Regulatory Compliance

Issue Management

  • Helps reduce escalations through monitoring and analysis of technology incidents and risks
  • When needed, acts as an escalation point to the account, reducing outage time by helping to navigate the incident through the various technology teams to engage the right resources to resolve the issue. 
  • Works with technology delivery teams (including client) to ensure issues are not only corrected but ongoing updates and final RCAs are communicated in a concise and timely fashion

What Skills & Experiences are we looking for?

  • Extensive Service Management experience in IT business context - ITIL knowledge is highly advantageous for this role
  • Programme/Project Management methodology experience is essential
  • High level financial, commercial, communication and negotiation skills
  • Ability to work remotely across global teams, autonomously and pro-actively
  • Demonstrate high level of gravitas and influencing skills
  • Previous experience with SAP services, Success Factors, shared hosting solutions, Cloud, Automation & AI would help the candidate
  • Others: English and Italian speaker required 

 “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, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity”

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