Service Delivery Ops Specialist
Designation: Service Delivery Ops Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Team Lead
What are we looking for? ? 10 to 15 years of experience ? 5-7 years of experience in the ITES industry and in program management and leading teams of 30+ Resources ? Exceptional leadership skills, with the ability to communicate a vision that inspires and motivates IT operations staff and aligns to the IT and business strategy ? Knowledge on any CMS, Website publishing, Hosting ? Flexible working in shifts ? Certifications – ITIL, SixSigma, PMP, Digital Marketing
Roles and Responsibilities: •FINANCE: ? Responsible for monitoring and optimizing/improving the company’s CCIs, costs and minimizing the impacts of revenue risks such as booked not staffed positions. ? Responsible for team’s time tracking impact in budgets (overruns, re-estimations, change orders, allocations and risks). CLIENT: ? Coordination and delivery of SOWs/LOEs ? Set up of travel arrangements (client visits and Accenture on-site visits) ? Manage escalation and incidents processes (E2E) ? Manage customer satisfaction (define indicators, apply data collection process, analysis and take corrective and preventions actions) ? Identify business growth opportunities ? Ensure account continuity based on set metrics / SLAs / KPIs (performance) ? Define, implement and manage reporting structure ? Manage team structure and allocations RESOURCES: ? Manage/Lead a set of teams/accounts providing leadership, guidance and organization to the projects under his/her command. ? Define and evaluate direct reports business objectives (PA Process) ? Follow up on team members defined career path and professional growth opportunities. ? Define, implement and follow up on team’s training program ? First point of escalation for resources internal conflicts / incidents PROCESSES: ? Delivery Manager must be on a constant effort to make it’s channel more efficient and productive, this is a required trait for any Delivery Manager in the company, as they will have close contact to the teams and the client’s satisfaction. ? Responsible completeness, quality and timeliness of all client deliveries. ? Implementation, continual improvement, and ensure utilization of team’s SOPs. ? Provide AM team with proper sales support (technical approach and samples/case studies). ? Support to E2E recruiting and staffing processes (hiring manager)
Mumbai
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