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Service Delivery Commercial Management Associate Manager

Job Location: London

Regional Description: United Kingdom

Job Number: 00680447


- Job description

Job Title: Service Delivery Commercial Management Associate Manager
Location London
Salary - up to £55,000 depending on experience
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 Corporate Functions and you will become part of a diverse team which offers the essential expertise that enables all of our employees to deliver high performance to our clients. Our Corporate Functions professionals work in areas such as Human Resources, Finance, Legal, Marketing and Communications, CIO, Information Security, and Geographic Services.
Whether you work directly with clients or manage important internal initiatives and efforts, you’ll find amazing opportunities to make a measurable difference.


To ensure proactive sourcing and management of the outsourced Workplace services commodities through a team of Service Owners, to deliver demonstrable value and meet Accenture’s key objectives of improved cost, quality and service delivery for internal customers.


Reporting into the UKI Service Delivery Lead, the Commercial Management Associate Manager will be responsible for leading a team of up to four Service Owners, who in turn will be responsible for managing the relationship with the Service Providers of all Workplace services, which include:
  • Integrated Office Services (Mail, Reprographics, Design, Office Supplies)
  • Mechanical, Electrical and Fabric Maintenance
  • Security
  • Cleaning
  • Catering and Vending
  • Customer Services
  • Audio Visual, Video Conferencing Services
  • Environmental Services
  • Miscellaneous Services (Plants, Flowers, Journals, Artwork, Concierge)
The Commercial Management Team will provide commercial support in the management of some of the above services in collaboration with the Workplace Office Operations Team and provide full Service Ownership on the others.
Success in the role will be measured by the demonstrable value added by the team in delivering:
  • Accountability for value for money, high quality service delivery
  • The procurement and design of contracted services
  • Customer satisfaction
  • A high degree of budget control
  • Strategic alignment with Workplace objectives
  • Tangible continuous performance improvement and innovation
  • Services which continuously aligned with Customer requirement
Consistently high standards of service delivery are expected of the team and the Commercial Management Lead will need to build an effective high performing team of Service Owners and strong relationships with key Clients and the wider AWS group in order to achieve this.


Service Management and Reporting
  • Responsibility for the formal annual business planning for all third party provided goods and services for the assigned service lines.
  • Accountable for the day to day management of all third party provided goods and services for the assigned service lines to achieve agreed metrics (OLAs).
  • Work with the Workplace Service Delivery Manager and the AWS Management Team to establish and evolve, as required, the strategic direction of the assigned service lines.
  • Identify, assess and mitigate risk across assigned service lines.
  • Keep the Workplace Service Delivery Manager proactively informed of any significant potential or actual service issues.
  • Responsibility for accurate production and reporting of monthly service metrics for the assigned service lines as agreed with the Workplace Service Delivery Manager.
  • Sponsor and drive value through the quarterly strategic review process for all major suppliers of the assigned service lines.
  • Respond to Customer feedback / issues in a timely and effective manner; act as point of escalation for issues as required.
  • Maintains an active interest in the other areas of the Workplace Operations and is able to provide support and cover as appropriate.
  • Offers to take work from rather than generate work for the Workplace Service Delivery Manager.
  • Networks across AWS and with the organisations delivery partners (Procurement, TS:L etc.) ensuring positive outward perceptions, communications and collaboration in service delivery.
Financial Management
  • Responsibility for financial planning, forecasting and spend control for all assigned service lines.
  • Provide ad hoc reporting, trend analysis and insight into the commercial performance of outsourced services and highlight savings opportunities.
  • Ensure compliance with Accenture’s procurement and payment policies.
  • Monitor and ensure direct report team are applying best practice in carrying out effective financial management for their assigned service lines and that performance targets are met.
People Management
  • Provide effective management of direct report team and ensure that all HR requirements are carried out on time and in full.
  • Proactively manage direct report team to ensure optimum performance and morale levels including regular one-to-one reviews, coaching sessions, personal engagement and mentoring programmes.
  • Ensure effective succession planning takes place including quarterly succession plan reviews with the Workplace Service Delivery Manager.
  • Ensure there is effective communication, both within the Commercial Management Team and more broadly across AWS.
  • Work with each direct report to document and to ensure that they achieve their annual objectives.
  • Identify the training and development needs of direct reports to address any skills gaps and sponsor their attendance on training programmes.
  • Lead any recruitment activities to ensure right people are identified to lead assigned service lines.
Supplier Management
  • Establish an effective peer to peer strategic relationship with the third party supplier base in order to identify and drive continuous improvement and innovation.
  • Ensure direct report team have appropriate subject matter expertise in order to provide credible direction and consultative skills for assigned service lines
  • Direct and develop an effective Quality Management System which provides the framework for direct report team and broader AWS community to apply best practice supplier management methods.
  • Provide leadership and effective scheduling of contract reviews and if appropriate, service tender process in close liaison with Accenture Procurement Services and the Client representative.
Relationship Management
  • Develop and agree service levels with key stakeholders in collaboration with Office Operations Team and the Workplace Service Delivery Manager.
  • Work with the Workplace Service Delivery Manager and Office Operations Team to determine and achieve value for money service solutions for each Client.
  • Ensure services are available to Customers through efficient and effective workflow systems and reviews of volume and accessibility are carried out by direct report team.
  • Establish standard and bespoke methods of capturing customer feedback and key Client appraisals of services for analysis and improvement.
  • Regular production of Client facing reports to demonstrate the value added by the Commercial Management Team and third party suppliers. 
Skills and experience
    • Change Management
    • Commercial Awareness
    • Fin/Budget Management
    • Health & Safety
    • People Management
    • Commercial Management Building/ Facilities Management
    • Contract Management
    • Project Management
    • Supplier Management
    • Anticipates Business Opportunities
    • Decision Making
    • Initiative & Innovation
    • Negotiation
    • Planning & Organisation
    • Responsibility & Ownership
    • Team Leadership
What are the next steps?
If this sounds like the ideal role, career and company for you, click below to apply.
If relocation is required in applying to this position, the appointment to the role would be considered an employee driven transfer meaning that the employee will be personally responsible for covering all relocation costs and any costs associated with dependents.
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
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 8/04/2019
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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