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Service Change Management-

Job Location: Pune

Job Number: 83661

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- Job description

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 more than 394,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
    
     Role : Service Management Co-ordinator
     Skill : Change, Incident, Problem and Configuration Management
     Must Have :
     • Responsible for the delivery of Change, Incident, Problem and Configuration Management for a given service(s).
     • Provide a Service Management point of escalation for the Delivery Centres on the service including point of contact for offshore SM teams.
     • Perform an operational Service Management hands on role including:
     o Monitor, manage and prioritise all service aligned queues ensuring service levels are maintained and eliminating backlogs
     o Ensure CAB / change process is complied with delivering business and IO NADC requests
     o First escalation point and manager of Severity 1 incidents including internal and client communications o Create Major Incident Reports (MIR/RCA) and monitor progress of MIR/RCA actions
     o Monitor and manage all severity incidents to SLA manages all others to SLA.
     o Identify incident trends and manage to root cause resolution
     o Own delivery of Service Reporting including, daily, weekly and monthly Service Performance Reports (SPR’s).
     • Identify, investigate and resolve client Service Management issues e.g. ensuring quality of information in incident, change and problem records is high and issues are managed or escalated promptly.
     • Work closely with the Service Delivery Manager to identify and implement Service Improvements – demonstrating an increase in the quality of service and a reduction in cost.
     • Monitor the Service Management supply versus demand for the given service(s)
     • Point of contact for the Service Management team for the transition of new clients / enhancements to existing services. Working closely with the off-shore to ensure a seamless transition.
     • Act as backup to other SMC’s and have sufficient knowledge to cover effectively on their services.
     • Achieve Key Performance Indicators (KPI’s) targets set by the Delivery Centre
    
     Good to have :
     • Promote services to demonstrate best practices.
     • Participate in client and/or Accenture meetings as required.
     • Stand-in for Senior SMC as required.
     • Escalate client issues and risks to the NADC SM Client Lead in a timely fashion ensuring no impact to client delivery.
Full Time Graduation

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