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DevOps Social Media Team Lead

Job Location: Dublin

Regional Description: Ireland

Job Number: 00592024

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- Job description

Job Title                                 DevOps Social Media Team Lead

 

The purpose of this role is to manage the Client Team based in Dublin, Ireland. The Team Lead will manage a team of 15 people who are responsible for is delivering high calibre customer service to the client’s customers.

The Team Lead (TL) will represent the team in communications with the client and provide all levels of support as necessary. The TL is the main point of contact for the client and acts as the single point for escalation on urgent issues. Responsible for team’s performance against SLA, quality of service, people engagement, all aspects of the business process and will liaise closely with global counterparts. There will be a strong element of new process incubation, induction and process improvement. This role also involves significant excel reporting delivery.

Responsibilities

·                Working within multiple teams across both Accenture teams and client teams to execute project deliverables

·                Ability to demonstrate credibility to work alongside/with client SME’s and team leaders

·                Manage team performance to meet client SLA’s and KPI’s, including metric reporting on team performance

·                Performance management:  career counselling, coaching, performance development, 1:1's, mentoring

·                Support team to achieve results with the highest possible standard of quality and delivery

·                Promote culture of continuous improvement across the teams in the global delivery network

·                Continuous improvement strategies and ideas, including new process incubation and induction

·                Drive and manage global initiatives

·                Allocation and distribution of tasks across languages and processes

·                Working closely with Accenture internal teams to identify and implement best practice opportunities

·                Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client

·                Ensure all reports are delivered accurately and timely in accordance with the statement of work

·                Escalation and support management

·                Flexibility around working hours and some international travel may be required


·               Communicate and celebrate success and achievements          


Required Skills/Competencies/Experience

Basic Qualifications:

1 year of team management experience in a Business Process Operations environment 
1 year of reporting experience


Preferred Qualifications:

 
Bachelor’s degree 
Project management experience is highly desirable
Knowledge of various project management methodologies: waterfall, lean, agile
Strong user of excel (formulas, pivot tables, v-lookups, macros)
Experience with analysis tools such as SQL and Access queries
Workshop facilitation an advantage
Professional Skills requirements: 
Ability to build relationships with stakeholders in multiple geographies
Consultative work style to lead client work. 
An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner
The ability to develop creative and breakthrough solutions
Strong interpersonal skills
Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information
Ability to priorities and effectively manage time in a fast-paced work environment
An ability to identify the root causes of issues by analyzing patterns and trends through data analysis 
 Ability to build action plans through problem solving skills to improve performance
Ability to work on own initiative while in a team environment 
Excellent organizational & time management abilities 
Ability to establish and maintain key relationships across both Accenture and the Client’s Organisation 
Self-motivating, adaptable and able to inspire and motivate others
Prior experience working in an environment of frequent change 
Practical analytical problem-solving skills through analysis using (Excel, SQL, Access queries etc.)



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. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us atwww.accenture.com.

 

Please note that 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.

 

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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