Technology - Service Delivery Associate Manager/ Specialist

Let there be CHANGE

Ready to fast-track your career? Ready to solve complex problems? Advance your skills? Deliver next-generation technology solutions? Join Accenture and help transform leading organizations and communities around the world. Working in highly collaborative teams for world-leading clients, we’ll nurture your talent in an inclusive culture that values diversity.

Your career is about what you want to be and who you want to be. It’s about bringing your skills, your curiosity and your best true self to your work.

Here, you’ll match your ingenuity with the latest technology to make incredible things. Let’s create something together.

You can enjoy:

• Comprehensive Medical (24-hour worldwide) coverage, including your spouse/ life partner and children!

• Dental insurance, Life insurance, Total and perm disability, accidental death & dismemberment insurance!

• Vision care benefits, Health check, Housing benefits!

• Purchase of Accenture stocks at attractive discount!

• Reimbursement of Professional Membership costs

• Professional training and career advancement opportunities!

• Valuable project exposure for different technologies and industry domains!

When you work with us, change becomes the most dynamic, powerful source of progress you have!

Job duties of this Role:

1. Drive Service Management Activities 

• Ensure Daily Operation efficiency (Incident, Problem, Change and Service Request management) 

• Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery 

• Define and monitor the service level (SLA) commitments in cooperation with Customer 

• Organize governance and service committee 

2. Contract Management & Business Development   

• Ensure Service Level Agreement compliancy 

• Understand Customer business activities 

• Master service portfolio 

• Develop business & expand scope of services (farming) 

3. Customer Relationship & Satisfaction 

• Ensure close relationship with the customer, including frequent on-site support

• Help to identify or contact the relevant stakeholders 

• Ensure Customer Satisfaction Report KPI improvement 

• Interface with the contract owner for quality of service (QoS) and drive Continuous improvement plans 

• Help in managing customer demands to ensure maximum satisfaction and to maintain quality & company profitability 

4. Multi-dimensional expertise  

• Contribute to Presales 

• Support & Responsible in case of escalation in production in case of Incident/Crisis impacting the service level agreement 

• Crisis management for major situation related to customer in his scope 

• Identifies opportunities to improve operational efficiency and productivity. 

 Come JOIN US if you have:

• Bachelor Degree or above in Computer Science & Engineering or in business administration 

• At least 3 - 5 years managing service contract in IT infrastructure  

• Service management experience 

• Comprehensive knowledge in IT Infrastructure Production environment (Infrastructure, Storage, Network, Security, Cloud) 

• ITIL V3 or V4 Foundation 

• PMI is a plus  

• Fluency in written and spoken English language is a must

• Perfect Control on customer relationship and customer service

• Management of Conflicts and Stressful situations

• Full knowledge on IT Contract Services Management

• Interpersonal skills proficiency

• Good presentation & communication skills

• Fun & Dynamic & Team player

• Full of Energy & Inspiring