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DE023114-Service Delivery Ops Lead Manager

Mandaluyong City Job No. cxo-124853-s24045 Full-time

Job Description


POSITION TITLE: Service Delivery Ops Lead Manager

Overall Purpose:

Manage and provide leadership to deliver client expected outcomes for all programs at a site/location level.


• Manages overall operations spanning 1-6 low to high complexity programs or Statement of Work (SOW) with a resource base of 200 to 300 within a location or multiple locations
• Makes independent decisions in accordance with contractual obligations set out in the program/SOW, ensures achievement of SLAs, KPIs, meeting cost objectives, and maintains relationships with key stakeholders to ensure satisfaction to both Accenture and the client
• Prompt identification and resolution of service delivery issues including implementation of preventative measures and solutions within time/cost constraints to improve service delivery for the client
• Manage transition during set up phase or expansion phases, and ensure timely & successful transition of new programs/SOWs and seamless go-live
• Act as client's consultant and go-to person for internal and external stakeholder interactions
• Resolve sensitive situations tactfully to preserve the client relationship and also ensure strong business performance for Accenture. Represents Accenture way of working in dealing with the client
• Manage and provide guidance locally on costs to meet agreed-upon financial targets
• Manage staff/resources and supervise workload for maximum efficiency and to optimize capacity
• Spearhead special projects as needed in addition to BAU responsibilities


Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Client Site - Non-Accenture Facility


SKILL AND QUALIFICATIONS: • Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity • Strategic thinker with strong analytical and problem-solving skills • 10+ years operations and people management experience, including managing >700 team members including leaders, and a strong desire to develop future leaders • Passionate to create an exceptional experience and provide outstanding support to client's mission and goals. • Adaptable and energized by a fast-paced environment and can demonstrate flexibility and agility to changing client needs • Ability to communicate in a dynamic environment throughout all management levels • Bachelor’s degree, or equivalent • Rosetta Stone Language Proficiency Score of C1 or better

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