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Service Management Manager

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00540436

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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.
 
Job Summary:
 
Manage the delivery of Field Ops services across BPO clients, incorporating the full scope of Service Management services: change control, issue/problem management, governance, satisfaction surveys, reporting and SLA management including service credit assessments, and service definition framework
 
Key Responsibilities:
  • Works with Outsourcing Delivery Account Managers (OADM's), Client Service Delivery Leads (CSDL's), and Commercial Directors to ensure services are being provided for their region/area
  • Directly interacts with the client accounts for which she/he has responsibility on a regular basis
  • Liaise with Service Management Process Owners for Capability, Governance, Change Management, Satisfaction Surveys and Reporting
  • Ensure service management reps are delivering in-scope services
  • Provide oversight/indirect supervision of reporting, change, and satisfaction survey capability
  • Support mobilization activities, such as SM training
  • Support continuous improvement and organization development activities
  • Provide support to Leader for Field Operations Community of Practice within own region/area
  • Hold resource management accountability to fill open needs/gaps
  • Participate in ad hoc area or global projects as required
  • Act as Service Management point of contact for Delivery Center Leadership
  • Review the execution of change, incident, and problem management processes on contracts
  • Preparing data and coordinating Governance meetings
  • Notification process for incidents
  • Quality review of incident assessments for problem management process
  • Review of root cause analysis outcomes for key problems
  • Review and analyze satisfaction surveys; summarize findings; work with contract service delivery team leads to determine remedial actions
  • Drive first draft of client facing reports to final approval
  • Amend metric gap and trending analysis based on client account knowledge
  • Analyze operational reports and highlight points for ODAM and service delivery
Knowledge/Skills Requirements:  
  • Bachelor’s degree (or geography equivalent) in business or technology preferred
  • 3-5 years of Outsourcing experience preferably in process management and/or service delivery operations
  • 3-5 years of supervisory experience
  • Experience with running operations
  • Customer-centric focus
  • Strong communication and organization skills
  • Executive presence
  • Experience in Service Management processes and reporting on SLA metrics
  • Demonstrated ability to achieve customer satisfaction through a managed service framework
  • Project management experience
  • Strong facilitation skills
  • General financial management knowledge
  • Well-developed managerial style with strong people development capability in managing virtual teams
  • Adaptability to change
  • Effective collaboration skills and experience
  • Adept in working across a heavily matrixed organization
  • Excellent English language skills – both written and verbal
Nice-To-Have:
  • ITIL Certifications
  • Implementation Experience
  • Operational Excellence background (e.g. Six Sigma)
  
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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