Delivery Operations Associate Manager-Messaging
Designation: Delivery Operations Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
About Accenture
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What would you do? • The Senior Service Delivery Lead owns overall delivery, financial, and business accountability for the Support Desk Tier 1.5 chat support engagement. Operating one level above the Service Delivery Lead (CL9), the role carries broader ownership of senior stakeholders and business management, financials, and team management at a portfolio level. A key part of the role is close interaction with the SDOT • Candidate who is good in email and chat process who is good in typing is what is preferred here • Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. • Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
What are we looking for? • Primary skill - Service Desk Non-Voice Support - P1 • Education: Bachelosdegree (any discipline). • Experience: 10+ years overall with strong delivery, financial, and people-management experience on a client account; prior transformationdegree (any discipline).automation exposure preferred.
Roles and Responsibilities: • Business & Stakeholder Management • Own senior-level client and internal stakeholder relationships and represent the engagement in governance and business reviews. • Drive growth, upsell, and business-case discussions in partnership with client and delivery leadership. • Automation & Transformation (SDOT Partnership) • Partner closely with the Business Transformation team to identify automation opportunities and shape the transformation pipeline. • Sponsor automation, agentic AI, and process-improvement initiatives, and track FTE saves and benefit outcomes. • Team Management & Delivery Governance • Provide leadership to Service Delivery Leads (CL9) and the wider team; own capacity, people development, and succession at a portfolio level. • Ensure overall delivery healthSLAs, quality, CSAT, compliance, and contractual metricscross the engagement.
Bengaluru
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