Job Description

Manage the Program's Service Management Team
     Own and manage the Service Level Management process and Continual Service Improvement process
     Review, analyze and finalize Service Level requirements, including the UCs and OLAs and including the impacts and other options
     Documentation of Service Level Assessment outcome
     Facilitate Service Level Review
     Update Service Level Dashboards
     Implement a feedback process framework for client feedback, including commendations and escalations
     Managing the design, implementation and regular operational activities of the ITSM Service Level Management Process
     Oversee the ITSM Service Level Management Process, including its audits to ensure compliance with defined policies and SLAs
     Planning and deployment of the standard Service Level Management process for new projects
     Provide training to all the supporting capabilities, including client and account teams, the standard Service Level Management Process and its execution
     Escalate all process-breakdown-related cases causing either a delay in resolution or an actual SLA breach
     Closely work with the Problem Manager to ensure RCAs are done on any reported SLA failure
     Provide monitoring and reporting related to the Service Level Management process, including any process related Service Improvement Plans
     Act as the point of contact for Service Management Team for the program, support, and client teams to ensure that the process requirements and improvements are realized into the tool/technology specifications
     Conduct regular review, revision, and re-approval of all applicable process documents


Strong working knowledge of ITIL V3 Service Level Management processes
     Excellent data analysis and report generation
     Working experience on the CSI process
     Good training and presentation skills on both Accenture and Client environment settings
     Highly influential, especially in cases where there is no direct reporting line
     Good Process and Quality Management skills and experience
     Strong ability to recognize potential risks and their respective mitigation steps
     Excellent communications skills both written and verbal
     Willing and able to work effectively in a diverse and multi-cultural environment
     Willing and able to work on a shifting schedule

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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