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Customer Service Delivery Manager

Sede annuncio: Naples

Regional Description: Italy

Codice annuncio: 00631196

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- Descrizione profilo

Thanks to the expertise of our people we can transform processes, creating new business opportunities and enhanced services, as well as giving our clients fast access to technology and process advances without enduring expensive and disruptive upgrades.
Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world with an unparalleled breadth of consulting, implementation and operations experience. You’ll help our clients manage change during transition and beyond, drive operational improvements, push business innovations, and turn insights into actions and actions into measurable business outcomes, all at scale.
What you will do

You will be responsible, as part of a long-term outsourcing contract, for the Operational Delivery Activities, directly managing more then 80 people in-shore headcount and coordinating an offshore team of more then 50 people headcount at the Delivery Center in Bangalore (India), with the aim of ensuring all expectations of quality and efficiency provided in the customer's agreement.

You'll deal with the customer team and with the internal teams, in particular with:

  • the Customer Service team (the Service Supervisor, the Team Leader, the IT Support and with about 80 Italian HCs, based in Naples),
  • the Account Manager, responsible for the Customer
  • Accenture's internal support structures (HR, Technology, Legal and Contract Management),
  • the subcontractors involved in the delivery of the services
  • the Indian Delivery Center


Working closely with the Account Manager you will manage monthly Forecast of volumes and develop new solutions design to ensure profitability targets (CCIs) and cost targets. You will also help the Account Manager to manage operational and financial commitments under contract.


You will be responsible for the relationships with the client to achieve the performance objectives on time and on budget, in particular:

  • service Level Agreement (SLA)
  • governance of India's delivery
  • weekly and monthly SALs
  • efficiency of processes and operating procedures by reducing delivery costs, technology and subcontractors.
  • daily statistics analysis
  • quality and efficiency of the service, through the continuous optimization of processes and the development of intra-tower or intra-deal synergies

With the HR manager, you will help people's growth by setting clear and achievable goals and assisting people to achieve them.


Who you are

Your ability to relate to the customers, your good analytical and accurate way of work and ability to think and react quickly to requests and your strong leadership and resource management, combined with the following skills will make you the right candidate:
  • many years of experience in the field of services / consulting
  • appropriate knowledge of customer service / customer operations issues (occupancy, staffing, productivity)
  • Economics or Engineering Degree
  • good knowledge of the English language

Why Accenture
Discover how you can bring your ideas and creativity to life in a young, friendly, dynamic and supportive environment. Grow with us and build a fast-moving career supported by excellent leaders. Thanks to their expertise and a structured and personalised training, you will acquire a unique, widely-recognised working method that will transform you into a first-class professional.
Inclusion & Diversity
We offer an environment where differences are respected, and employees are valued solely for their talent. Accenture guarantees equal opportunities for all candidates and welcomes Protected Categories under articles 1 and 18 of law 68/99.
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Accenture is an equal opportunities employer.

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