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UKI Technology Services Infrastructure Manager

Job Location: Newcastle

Regional Description: United Kingdom

Job Number: 00699904

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- Job description

Role : UKI Technology Services Infrastructure Manager

Location : Newcstle

Salary : Upto £60,000 dependant on skills and experiences + Excellent Benefits

 

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.
 
The role sits within a Global IT Service Organisation, also sitting locally within a Technology and Workplace Services team that provisions a suite of IT services to UK and Ireland Accenture personnel.
 
The role represents the Technology Services organisation by acting as a business partner toward Accenture internal clients and business units as required.  This role is responsible for the management and leadership of a number of geographically placed teams throughout the UK and Ireland who deliver these services.
 
The Infrastructure Manager role is responsible for the services that the team delivers; meet agreed budgets and ensure all HR processes and SLAs are adhered to.  To work with Technology Services GDN/BPO, UKI key stakeholders, customers and end users to understand their business strategies and associated requirements ensuring that as a result, services and support are effective and value adding.  The role ensures that regular monitoring of service delivery and continual improvement activity is undertaken.
 
To work with Financial Services to develop and price up technology solutions for them from the standard products available and work with the wider Infrastructure Services for Accenture organisation and local teams to provide new solutions and services as required.
 
Accenture is a global organisation with a strong focus on teamwork and delivery excellence. The nature and culture of the organisation requires every individual to be passionate about outstanding client service delivery, first class internal customer service, flawless teamwork, inspiring leadership qualities and individual performance excellence.  The UKI Technology Services Infrastructure Manager will demonstrate these qualities personally and inspire them in their teams.
 
Individuals need to operate in a focussed, fast-paced and challenging organisation where outstanding performance is considered the norm. The ability to drive and execute strategy, develop strong relationships with Accenture internal clients, manage conflicting requirements, satisfy delivery demands that may seem unreasonable and resolve challenging problems are key success criteria.
 
What will the role involve
 
  • The provisioning and lifecycle management of the Accenture IT infrastructure across all UK and Ireland locations, delivered within a global service level agreement framework
  • Management of all budgets associated with the function and requirement to have a broad understanding of the total cost and recovery structure of Technology Infrastructure
  • The provision of proactive customer support, education and the driving of adoption for our IT infrastructure products and services
  • Working with global product strategy leads and local teams, aligning and integrating overall UKI IT service and product strategy
  • Implementing and supporting the Digital Workplace Strategy
  • Responsibility for all resources associated with or aligned to the function, including third party suppliers.  The role also takes responsibility across other Technology Services functions as required through particular initiatives or situations
  • The geographic scope of responsibility may be predominantly defined to specific functions and regions within UKI although the role will also lead other Technology Services initiatives, functions and services across UKI regions or globally on occasions as required

Role and Responsibilities

 
People Management
  • Provide effective leadership and management of all assigned staff, ensuring they are performance managed to a high standard.  Maintain a good understanding and champion Accenture’s Performance Achievement process, proactively participate in required activity as an individual, ensure direct reports and counselees understand and are actively involved in the process and that requirements are carried out on time and in full
  • Ensure poor performance is managed in an effective and timely manner, coach individuals and teams on a regular basis to deliver improved performance and engagement
  • Effectively delegate operational and project-based workload between direct reports and their teams
  • Provide meaningful and realistic career planning, development and counselling
  • Identify training and development needs, implementing effective training & development plans
  • Manage the people impacts of change across Technology Services personnel
  • Ensure effective succession planning takes place
  • Ensure vacancies are filled in a timely manner
  • Recognise and foster strong performance looking to develop and retain high potential individuals.  Flag these people for relevant opportunities and development and factor into succession planning
  • Appropriately reward and celebrate success
  • As required develop and present business cases for any required changes to approved organisational blueprint
  • Provide support and guidance to third party suppliers to ensure their Accenture-facing personnel are performance managed to reach or exceed required standards of performance and skills
Customer Relationship Management
  • Meet with key stakeholders across the UKI business proactively and regularly to gain a clear understanding of their business priorities and share technology solutions thinking and potential options to support them
  • Build strong and credible relationships with UKI business leads to ensure high levels of internal customer satisfaction and advocacy
Strategy
  • Through local teams and individual relationships, capture local client stakeholder requirements in order to develop and feed into global Technology Services strategic planning
  • Liaise with the appropriate global ISA product directors and programme change leads to maintain understanding of global IT strategic direction; use these relationships and information to impact UKI strategic requirements and choices to ensure UKI maintains an effective and relevant local IT strategy
  • Work with local teams to ensure strategic direction is discussed and appropriately impacted
  • Convey Technology Strategy to wider Technology Services Group and key stakeholders in a clear and concise manner that supports their understanding and agreement of required activity
IT Architecture Management
  • Work with the team and suppliers both internal and external to devise and build services that meet business requirements for the location, new projects and customers
  • In devising solutions consider the availability of relevant implementation and support skills and ensure that gaps are identified and addressed on a timely basis
  • Devise solutions to seek to anticipate future needs and capacity requirements whilst achieving an appropriate balance between short-term and longer-term needs and costs
  • Build and maintain professional networks to stay at the forefront of current and emerging technologies and solutions within the wider market
  • Ensure that solutions adhere to general operability principles, in that they are supportable, maintainable, obtainable, recoverable, re-startable, upgradeable, scalable, fit for purpose, auditable, compliant, secure, etc
  • Lead best practice in knowledge management of infrastructure/technology solutions, ensuring the team captures and documents delivery solutions.
  • Champion sharing of best practice and learning across Infrastructure teams 
  • Demonstrate an advanced knowledge and understanding of CIO & Delivery Centre IT Products and Services within aligned area.  Able to use this knowledge to solution, shape and advise appropriate services and support for customers.  To also use this knowledge to direct and support our internal teams
Financial Management
  • Manage at a macro level assigned Technology Services budget
  • Ensure understanding of the total Technology Services spend
  • Ensure the relevant stakeholder parties sign-off all pass-through cost forecasts
  • Develop recommendations to reduce cost and/or improve service levels in order to provide maximum value add in service delivery
  • Manage activity to monitor and report expenditure against forecast in order to achieve results within target and demonstrate financial control
  • Maintain understanding of the cost drivers for different functions and leverage this to ensure the appropriate cost/service quality balance is maintained through service delivery
  • Ensure appropriate recovery mechanisms are in place for each respective client group within area of responsibility and recoveries are managed effectively
  • Ensure compliance with Accenture’s procurement and payment policies
  • Ensure continued focus on overall cost to serve ensuring services remain cost effective
IT Service Continuity Management
  • For all locations, develop plans to ensure that risks to the UKI infrastructure are understood via analysis and testing and that plans are in place and reviewed regularly to mitigate risk to business delivery
  • Ensure IT service continuity management plans are compliant with Accenture’s defined approaches and framework and that remediation actions are planned and completed on a timely basis
Change Management
  • Take necessary steps to identify changes required to service provision and resource structure to meet changing customer needs
  • Take proactive and appropriate action to implement identified changes
  • Take continual improvement approach to internal processes
  • Plan and manage changes as required to service levels, service delivery model and other projects as identified
  • Approve all changes in the capacity of Technology Services Operations Manager
  • Process change/new business requests, ensuring standard service requests are assigned a Project Manager in the Project Management team (if appropriate) and, once implemented, are handed back to Operations to provide ongoing service
  • Ensure options and solutions for non-standard requests are developed in conjunction with the internal client and, once implemented, are handed back to Operations to provide ongoing service
Supplier Management
  • Leverage the Service Management Team as appropriate, ensure all 3rd party supplier relationships are compliant with Accenture policy and provide effective service levels at all times, including network, server hosting, cabling, hardware, support, printing and collaboration.  Regularly review the market to ensure suppliers are delivering value for money within the terms of the contracts
  • Ensure Service Review meetings are held to discuss service status, risks and issues, and agree actions to maintain/improve service levels and financial performance
  • Ensure direct report team have required skills and knowledge to enable effective supplier management
  • Ensure full compliance with the asset management processes across the team
Service Management
  • Own and manage delivery of service lines within assigned Technology functions, ensuring activity, resource and budget is correctly directed and aligned to achieve optimum results of agreed services and metrics
  • Drive internal discussion with representation across all ISA and Technology Services lines in order to share relevant operational information, identify service improvement and agree future activity
  • Lead the resolution of operational issues within the area of responsibility pulling together the necessary team(s) of people for expedient and accurate incident and problem management
  • Actively support new business activity as required so they are successfully integrated as part of the Accenture group
  • Plan, establish and prioritise change activity within area of responsibility, assign resources and budget, monitor status reporting and adjust approach as needed during the life of project
  • Identify and track project risks and issues; develop and implement risk mitigation strategies consulting with others as required
  • Act as escalation point for all issues relating to assigned functions and services in order to provide timely resolution
  • Management of all third party provided goods and services for the service lines to achieve agreed metrics
  • Serve as subject matter expert internally with client stakeholders, other business functions and project teams
  • Negotiate with suppliers in conjunction with Accenture Procurement Solutions
  • Develop understanding of external market including other leading companies’ services and approach in order to drive best practise within Accenture
  • Demonstrates an advanced knowledge and understanding of CIO IT Products and Services within aligned area.  Is able to use this knowledge to solution, shape and advise appropriate services and support for customers.  To also use this knowledge to direct and support our internal teams
  • Work collaboratively with other teams within ISA, TSL and the wider Portfolio One structure, and more widely as required
Business Partnering
  • Act as the business partner interface between Technology Services and the relevant internal client stakeholders as required in order to:
  • define client requirements on change initiatives and operational service delivery
  • agree project deliverables and appropriate cost recovery structures
  • shape deliverables in conjunction with the client stakeholder and relevant Technology Services teams to ensure service delivery elements tie together, resulting in an effective overall solution
  • Ensure a forward-looking activity plan is agreed and understood by the relevant internal client stakeholders
  • Maintain a business partnering stakeholder matrix for area of responsibility ensuring the appropriate Technology Services business partners are actively sustaining dialogue with the appropriate clients
  • Maintain effective understanding of and proactive involvement within the wider Technology Services and Workplace organisational structures, use this understanding to ensure local teams work effectively in this wider structure.

What skills and experiences are required

 
  • Extensive leadership and management experience within ITIL Framework
  • Strong technical IT background in relevant disciplines and services
  • Degree/relevant experience
  • Wider exposure to programme, project & change management
  • Ability to manage departmental budgets
  • Customer centric service delivery ethos
  • Service Delivery with a proven ability to engage and manage stakeholders and other teams at both local and global level to drive outcomes and transformative change in line with leadership strategy

Standard work hours of 09:00 to 17:30 typically apply.  However, a flexible working attitude is required when considering global teams and critical milestones within project delivery. 

 

Office based.  A level of travel and working from other customeror client locations will be required from time to time.

 
What’s in it for you?
 
All our Operations 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 specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised 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 25 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.
 
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 specialised 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 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 or any other basis as protected by applicable law.
 
Closing Date for Applications 17/05/2019
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
 
 

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