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Service Management

Job Location: Manila

Job Number: 1180


- Job description

Manage and Develop the Service Delivery Operations team<br/>
Achieve customer support service levels by accurately forecasting, planning and scheduling work volumes and staff/vendors to ensure optimal performance<br/>
Provide ongoing and frequent interaction with management operations, staff, vendors or clients, as required, to achieve optimum results<br/>
Keep current on client and Accenture business changes to ensure program and work area compliance<br/>
Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members<br/>
Communicate proactively with team members regarding vendor and line of business status or Accenture Delivery Center operations, making suggestions for corrections to any issues<br/>
Develop and maintain methods and procedures<br/>
Respond to client requests in an accurate and timely manner<br/>
Manage client/Accenture outage and bridge calls with client/Accenture Delivery Operations Leads and vendor/Accenture technology teams<br/>
Maintain a detailed record of activities, actions and impacts<br/>
Prepare departmental reports for daily, weekly, monthly and yearly periods<br/>
Identify business process excellence improvement opportunities, contributing to design and execution<br/>
Analyze current and historical work volumes and patterns, handle time, productivity trends/patterns and all future volume/work requirements to develop budget and volume/work forecasts<br/>
Analyze delivery center shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required<br/>
Analyze intraday statistics, delivery center performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
Bachelor's Degree in Business, Management, Engineering, Information Technology or a related discipline At least 12 years’ work experience, 7 years of which are in a supervisory capacity Excellent people and client management skills Strong leadership, analytical and organizational skills Excellent oral and written communication skills Flexible and can adapt to changing business needs and processes With experience in working in a fast-paced environment while managing multiple priorities

Accenture is an equal opportunity 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.

If you would like to be considered for employment opportunities with Accenture, and need special assistance due to a disability or accommodation for a disability, please call us at 0917.545.9341 or send us an email at

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