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Service Delivery Lead

Job Location: Warsaw

Regional Description: Poland

Job Number: 00680154


- 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 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at



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.


Main Responsibilities/Accountabilities

  • Single Point of Contact for Account Leadership (Accenture) and direct reports (Client)
  • Coordinate Service Delivery Operations for the Client (including Cash Collection, Credit Risk and Quality Assurance)
  • Define and drive the Management Operating System
  • Connect the Team with the local and global parts of the organization 
  • Manage Team’s development, engagement and attrition
  • Provide Support to Account Leadership Team [Change Order Process, Compliance, Issue Resolution, Negotiations]
  • Provide Support to the Client Finance Management Team [Financial Planning, Variance Analysis, Cost-to-Serve initiatives, ARC/RRC]
  • Act as the Escalation Point for The Client Stakeholders
  • Manage supply and demand, service quality, and processes to meet delivery expectations based on operational excellence framework
  • Support account quality review process if required
  • Proactively improve client and customer relationships
  • Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets
  • Deliver efficiencies through standard processes and synergies across Delivery Centers
  • Resolve performance issues with SDO leadership
  • As appropriate, partner with Mobilization leadership to improve and execute service transition
  • Implement the Journey To Intelligent Operations framework
  • Manage the Team and process according to the Risk & Compliance controls;


    Required Skills and Experience:

    •  7+ years’ experience managing teams in an outsourced / operations environment with multilingual teams
    • Management of large teams (including Team Leads)
    • Demonstration of ability to meet SLA’s / metrics
    • Revenue / financial management
    • Strong organizational, multi-tasking, and time-management skills
    • Strong Communication skills
    • Excellent negotiation, influence, mediation and conflict management skills
    • Change Management experience
    • Ability to be flexible and work analytically in a problem-solving environment
    • Strong supervisory, coaching and project management skills
    • Proven focus on Continuous improvement and adding value to clients
    • Work with Accounts Manager to determine essential strategic approaches for sales
    • Ability to lead Teams in a Truly Human way


    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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