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IO Manager

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00497078

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- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
OVERALL PURPOSE OF JOB:
Lead Service Desk team and Monitoring team. Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.
 
Key Responsibilities:
Manage Solution Delivery
  • Ensure execution of delivery work across one or more service delivery operations
  • Drive optimization of delivery of standard solutions within area(s) of expertise
  • Lead service delivery strategy and execution across all locations where the services are provided [Client locations, Global Delivery Network (GDN) and non-GDN delivery centers]
  • Ensure the feasibility of the standard solutions and delivery of the same by leveraging Accenture's full capabilities
 
Manage to Contract Operational and Financial Commitments
  • Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, subcontractors (where required)
  • Manage recruiting, staffing, pyramid mix, utilization, cost-to-serve, and capacity of staff to optimize balance between cost and delivery targets.
  • Deliver efficiencies through standard processes and synergies
  • Implement standard service level agreement (SLA) and other financial/operational metrics
  • Resolve performance issues with delivery leadership
  • Formalize delivery plans for the service delivery operations(s) with service group delivery leadership
 
Participate in solution design processes
  • May lead or support the design of new offerings or services for industry/functional/technical areas
  • May review and validate specific solution configuration/deal shaping, to ensure delivery capability will achieve client expectations. Work with delivery leadership to sign-off on the solutions.
  • Support sales opportunities and validate expected delivery capability
  • May participate in the development of standard costing of new services/contracts and sign off on commitment to proposed Service Level Agreement (SLAs)
  • Partner with mobilization leadership to improve and execute service transition
 
Work with Delivery Account Management Leaders and Commercial Directors to proactively
  • Address performance issues across the service delivery operations, create operational approach and implement continuous improvement
  • Manage supply and demand, service quality and processes to meet delivery expectations
  • Implement the levers to consistently achieve performance targets such as Six Sigma, operational excellence, etc.
  • Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program
  • Proactively improve client and customer relationships, while working with Client Account and Account Delivery Team leadership
  • Support the achievement of targets on contract controllable income (CCI) and cost-to-serve
  • Achieve year on year efficiencies in conjunction with the delivery service providers
 
Manage and Develop the Service Delivery Operations team
  • Responsible for career management of service delivery operations staff (e.g. training, engagement, mentoring, succession planning and annual performance process)
ESSENTIAL KNOWLEDGE AND SKILLS:
  • Fluent English and Malay Bahasa
  • Good leadership and coaching skills
  • Strong communication and interpersonal skills
  • Good conflict management skill
  • Good organizational skills
  • Flexibility and teaming skills
  • Strong project management skills including planning, execution and follow through
  • Strong supervisory and employee development skills
  • Ability to operate with a large degree of autonomy and independence
  • Knowledge in Windows, Linux/Unix, Cisco, Avaya, Network, MS Office suite, ITSM/Remedy/ServiceNow, HP-Open View, BMC PEM / BEM is preferred.
  • ITIL certificate is preferred
 
EDUCATION, QUALIFICATIONS NECESSARY:
  • Bachelor Degree in Computer Science (or equivalent degree)
 
EXPERIENCE:
  • Minimum 8+ year work experience with 2+ years in a Service Desk or Monitoring management role
  • Having experience in Server, network, TCP/IP, DB, software programming or system admin is preferred.
 
PERSONALITY:
  • Team Manager and Leader
  • Role Model / Ability to lead by example
  • Flexible, Reliable and Committed
  • Professional manner and mature approach to work
  • Forward thinking
  • Proactive
  • Ability to identify and implement solutions to problems
 
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development.  You’ll also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
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, gender identity, or any other basis as protected by applicable law.
 

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