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Service Delivery Manager

Job Location: Kraków

Regional Description: Polska

Job Number: 00530278

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- Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

 

Accenture Operations is one of Accenture key capabilities dedicated to work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.



Service Delivery Manager

Client facing role working with a large team of professionals (over 50 people). You are responsible for and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team’s strategy, forecasting and delivery of execution excellence. You will own the future growth of the established team. People management, motivation, engagement and accountability are a key function of this role.

Main Responsibilities/Accountabilities

  • Responsibility for maintaining and developing key client relationships
  • Responsibility and ownership for the delivery of service and service metrics to client
  • Responsible for supporting quality programs
  • Responsible for embedding new processes and workflows into the team
  • Drive continuous improvement and value add initiatives
  • Responsibility for meeting the obligations established within the contract
  • Responsibility for assessing and implementing change, strategic directions
  • Ensure process documentation complete and robust
  • Coaching, developing and managing team members
  • Ownership of serious issue resolution and escalation management
  • Allocating resources and responsibilities across the team to deliver business results and develop team members
  • Responsibility for team members’ formal evaluation processes including career development, salary review and performance management

Required Skills and Experience

  • 5+ years’ experience managing teams in an outsourced / operations environment with multilingual teams
  • Management of large teams (upward of 50 people)
  • Multi party management i.e. subcontractors, client, other vendors etc.
  • Content moderation experience (ie Policy creation)
  • Demonstration of ability to meet SLA’s / metrics
  • Revenue / financial management
  • Strong organisational, multi-tasking, and time-management skills
  • Strong Communication skills
  • Excellent negotiation, influence, mediation and conflict management skills
  • Excellent business acumen
  • Creativity – focused on cost reduction/ service improvement opportunities
  • Change Management experience
  • Ability to work in a process-driven high demand environment
  • Service focused with ability to meet targets on a continuing basis
  • Ability to be flexible and work analytically in a problem-solving environment
  • Excellent communication (written and oral) and interpersonal skills
  • Strong supervisory, coaching and project management skills
  • Ability to manage multiple simultaneous activities across different business activities.
  • Delivery focus
  • Proven focus on Continuous improvement and adding value to clients

 

Preferred Skills and Experience

  • Exposure to meeting sales targets 
  • Maintains service quality and SLA attainment 
  • Conduct coaching sessions, meetings, skill building and professional development classes 
  • Work with Accounts Manager to determine essential strategic approaches for sales 
  • Collate and consolidate the report on monthly sales performance per sales personnel, per product, per region or office, and per industry  


We offer


  • The ability to use your knowledge of foreign language on a daily basis at work (we serve our Clients in almost 30 foreign languages)
  • Experience with a range of Clients and technology solutions which provides professional relevance
  • Operating according to Lean Six Sigma philosophy
  • Collaborating and learning from diverse and talented colleagues helps you “raise your game”
  • Trainings and development tailored to help you achieve your potential
  • New Joiners Programme including trainings
  • Opportunity  to engage in Corporate Social Responsibility initiatives
  • We also think about your social life, at Accenture you will be able to take part in different initiatives like Book Club, International Cuisine Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming and many others.
  • Social benefit packages including: private medical care, Sodexo vouchers, Benefit sport club cards, life insurance
  • Friendly work atmosphere in multicultural environment


When applying please enclose the below statement:


"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."

 

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Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.”

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