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Service Management

Job Location: Manila

Job Number: 979


- Job description

As a Service Management Analyst, you will provide business reporting and governance services across clients i.e.: change management, issue/problem management, governance, satisfaction surveys, performance reporting.

• Collaborates with Center of Excellence team members on reporting, change, and satisfaction survey capabilities
• Supports continuous improvement and organization development activities
• Participates in ad-hoc area or global projects as required
• Coordination of changes with operations, including directing the change management process and executing Change Board meetings
• Preparing data and coordinating Governance meetings
• Notification process for incidents
• Assessment and selection of incidents that should be addressed in problem management process
• Implementing problem management process with contract teams, including preparing for and conducting post incident review meetings
• Review and analyze satisfaction surveys; summarize findings; work with contract service delivery team leads to determine remedial actions
• Works with supervisor on Service Definition Management projects
• Works with supervisor on managing financials of client facing projects
• Drive first draft of client facing and internal 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
• At least 1 – 2years experience in Project Management & Coordination • 1+ year of Outsourcing experience preferably in process management and/or service delivery operations • Leadership experience is an advantage • Able to create and prepare reports to share with upper management • Must have experience in dealing with external partners • Experience in reporting on SLA metrics • Excellent English Communication skills • Working knowledge and proficiency in basic computer and MS word applications

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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