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Operations Team Lead

Job Location: London

Regional Description: United Kingdom

Job Number: 00498545

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- Job description

Role:        Operations  Team Lead
Location:  London
Travel:     Occasional Travel     
Salary:     Up to £45,000 + excellent benefits
 
Introduction:
 
Join Accenture and help transform leading organizations 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.
 
Accenture Operations combines technology that digitizes and automates business processes, unlocks actionable insights, and delivers everything-as-a-service with our team's deep industry, functional and technical expertise. So you can confidently chart your course to consuming your core business services on demand, accelerate innovation and speed to market. Welcome to the "as-a-service" business revolution!
 
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.
 
 
What responsibilities will you have?
 
The UK Enablement Team Lead role is responsible for the day to day operational management of the PC Enablement and Asset Management functions.
 
Operational Management of UK PC Enablement Function
  • Ensure all UK new joiner events have the agreed IT equipment and services provisioned.
  • Ensure PCs and associated peripherals are purchased to meet the demands of PC upgrade and New Joiner activities.
  • Ensure all relevant KPI’s are reached and maintained.
  • Effectively manage external service providers used to deliver services and their contractual obligations.
  • As an SME to provide agreed UK PC Enablement services for venture and acquisition projects.  Ensure the right services are positioned and delivered within appropriate timeframes and framework.
Operational Asset Management Function
  • Ensure PC asset disposal and resale activities are delivered effectively using third party provider.
  • Ensure the correct PC Asset Management service is obtained via off shore team, build an effective working relationship with appropriate reporting and control.
  • Ensure overall accuracy of the UK Asset Management database to meet asset management KPIs for our UK PC estate.
  • Ensure local internal Tech Support teams understand and comply with asset management duties.
 
London Customer Services Desk Function
  • Responsible for the operational management of the London Customer Services desk function ensuring excellent customer service is delivered
  • Ensure this service remains fit for purpose, at the required service quality and that it evolves over time.
Customer Services
  • Build good trust based relationships with key customers & customer groups.  Ensuring that two-way feedback is maintained relating to our products, services, and current customer priorities.  Work with these contacts to identify opportunities for service improvements.
  • Ownership and management of operational day to day escalations and issues, successfully driving resolution.
 
People Developer and Relationship Management
  • Career counselor and line management of 1 x Enablement Service Senior Analyst (level 10) and 1 x Enablement Services Analysts (level 11) FTEs.
  • Effectively coach and develop direct reports within team.
  • Ensure adherence to Accenture performance management process
  • Ensure direct reports have an active and relevant training development plan and are conducting agreed training throughout the year.
  • Effective team collaboration across our support teams both locally and globally through meetings, use of collaboration tools and shared repositories for sharing best practices and successful service delivery
 Finance
  • Be cost aware, ensuring focus is maintained in providing the right costed solutions for our customers.
  • Proactively suggest ways to ensure services remain cost efficient
  • Be aware of our cost recovery mode and ensure its correct use when delivering services
  • Working alongside team lead, provide effective financial forecasting for spend in Enablement team together with management of spend against forecast.
  • Understand and be able to articulate UKI pricelist components that relate to our Enablement and Support functions.  Share and use this information within team and customer group where required.
General
  • Dynamically manage. track, prioritise and control team workload to deliver work priorities within agreed timeframes.
  • Ensure that a full suite of team processes documentation is maintained and kept relevant, adhering to internal ISO standards.
  • Own, suggest, drive and lead service and process improvement activities within team.
  • Understand and be able to articulate relevant global Personal Compute/Tech Support strategies and associated products and services that link into our Enablement and Support functions.
  • Have a good working understanding of the wider ISA Technology Services teams structure, function and service provision.
 
What Skills and & Experiences are we looking for
  • Demonstrable understanding and knowledge of IT asset management tools and processes.  Certified Hardware Asset Management qualified desirable.
  • Basic understanding and use of ServiceNow, or equivalent incident management tool.
  • Proven ability to identify and improve processes
  • Excellent people management skills
  • Excellent communication skills (both written and verbal) with the ability to interact with people of all levels within Accenture (with experience of working with customers and stakeholders in high pressure environments)
  • Proven ability to manage team workload
  • Ability to forecast and manage budgets
  • Demonstrable ability to manage customer and supplier relationships
  • Polished documentation skills
  • ITIL foundation level qualified.
  • Proficient in the use of Microsoft Office products to Intermediate Level
  • Basic understanding and use of ServiceNow, or equivalent incident management tool.
 
What’s in it for you?
 
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
On top of this, we have an extensive benefits package which includes 30 days’ vacation per year, gym subsidies, private medical insurance and 3 extra days leave per year for charitable work of your choice!
 
What are the next steps?
 
If this sounds like the ideal role, career and company for you, click below to apply.
 
About Accenture
 
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. Accenture drives innovation to improve the way the world works and lives. Visit us at http://www.accenture.com/.
 
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


Closing Date for Applications 31/08/2017
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

 

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