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Delivery Center Strategy & Operations Manager

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00537171


- 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.
Key Responsibilities
Your role includes some or all of the following key responsibilities. You should review these in conjunction with career level guidelines to gain a clear understanding of the expectations for your role.
  • Center Maturity - Drive a transparent view of the status of the center, especially in terms of data and metrics, e.g., cost per square foot, cost per FTE, cost to hire, seat utilization, shift utilization, seat sharing, optimization of space through densification, capacity and ramp profile, accreditation (e.g., ISO), codes and audit and local real estate strategy.
  • Scaling – Manage the scaling of cost and provisions in the center appropriate to the type and volume of work undertaken.
  • Center Financial Management – Manage allocated costs to contracts, drives down year on year costs (including capital expenditures) and ensure accurate allocation of all shared facilities costs. Provide chargeability inputs to BPO finance team to ensure finance debits and credits against deals and delivery center is up to date.
  • Resource Management - Ensure seat supply and demand remain in equilibrium to minimize underutilized space and maximize cost recovery. Produce and seek buy-in for the center real estate strategy to ensure center can support the business growth agenda as new work requirements are identified. Provide seat demand forecast for the financial year planning (DLP, 2QF, 3QF and monthly forecast). Drive efficiency in use of space, proactively identify opportunities for space reduction across the network. Strategize location preference for existing and prospective clients and work closely with workplace and CRE to identify any new space requirement.
  • Infrastructure and Technology Provision – Supervise provision of IT, telephones and power to the center. Manage and reduce infrastructure costs, work with ISU to ensure effective provision of technical/ solution support for new contracts being mobilized, coordinate with the geography (ISU, GS Lead, ITO Lead, geography HR). Meet resource and infrastructure needs for new business requirements for the location.
  • Facility Management - Administer the facility, both directly and through vendor management arrangements, and liaisons with global services (GS). Work with Workplace Solutions/ GS teams to ensure effective provision of vendor services and relationships, internal and external, including security, transportation, janitorial, cleaning and catering
  • Center Promotion - Work with GS and marketing teams to promote the center as part of the Accenture global delivery network brand.
  • Client Reference Visits Depending on the size of the center, may manage process and logistics, and ensure the right SME input is available to demonstrate the capability and effectiveness of the delivery organization to support the sales process.
  • Ad hoc Projects – Location assessments, new center set-up, RFP support individuals with a global/strategic focus
  • Network Operations Strategy – Define and manage overall global network operations strategy.
  • Interlock with business – Interlock with business stakeholders to determine type of work and capability, target and alternate locations. Consult with the business leaders in the strategic use of the internal database to achieve business objectives and to improve the effectiveness to support
  • Demand and Supply/ Load Balancing – Manage tactical components of the work allocation model, optimizing the use of the available network footprint as new work is on-boarded. Provide inputs on demand and supply to initial stages of the sales cycle (RFI/RFP) process. Maintain actual demand/supply status and publish to the leadership team
Career Level Expectations
Below are the expectations for all employees in this role. Please note that additional criteria may apply in some countries. If your home country appears in the "Country Specific Information" link at right, please click the country name to view the applicable expectations for this role.
Degree of difficulty of an assignment or the level of problem-solving assessment and resolution required, as indicated by degree of problem-solving, strategic vs. routine focus, and stakeholder interactions (e.g., Executives, Supervisor, etc.)
  • Requires identifying and assessing complex problems for area of responsibility. Creates solutions in situations in which analysis requires an in-depth evaluation of variable factors.
  • Requires adherence to strategic direction set by senior management when establishing near-term goals.
  • Interaction is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach.
    Power to influence or complete assignments independently and ability to make decisions, as indicated by latitude to devise work products or plans, reliance on instruction and decision-making ability
  • Some latitude in decision-making. Acts independently to determine methods and procedures on new assignments
  • Decisions have a major day to day impact on area of responsibility
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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