Job Description

Managed Service Manager

Location: Lodz, Katowice, Warsaw

Introduction

Accenture Advanced Technology Center (ATC) provides a broad range of information technology enterprise solutions and customizable products to the largest companies in the world. Accenture ATC customers include telecommunications providers, utilities companies, financial institutions, healthcare, and consumer goods suppliers. We specialize in Digital, Cloud and Security services by employing as modern DevOps and Agile methodology, so well-proven classic delivery and automation.

Accenture values work-life balance and recognizes the need for flexibility. We offer a wide range market-relevant training programs and certification paths to help you manage the demands of your career growth. With us, you will have the possibility to learn from the best IT experts on the market, work in a culturally diverse, international environment and specialize in top-leading technologies.

What will you do:

  • Responsible for abiding by the Service Requirements and the KPIs/SLA

  • Act as a delivery lead and project manager to ensure the quality of the delivery and the respect of milestones, planning, finances 

  • Accountable for all divergence regarding the expected quality 

  • Present on a regular basis the activity reports and the Service improvement plan to the customer

  • Assess customer feedback and using creativity to establish, improve, and refine services

  • Act as a point of escalations

  • Plan resources for and schedule activities

  • Draft regular status reports about KPIs/SLA fulfilment

  • Propose, discuss and implement measures for service and resource optimisation

  • Coordinate and resolve escalations and critical issues

  • Plan activities, such as deployments, tests, etc.

  • Plan and define scope, activity planning and sequencing, resource planning

  • Develop schedule, time estimation, cost estimation, budget development, documentation

  • Organise scrum ceremonies, remove blockers from the development team

  • Generate, lead and communicate metrics to key stakeholders, including those that are not well versed in agile practices (e.g. Velocity, Burndown, Burnup, EAC, Earned Value, etc.)

  • Identify and mitigate potential risks and perform major incident management

  • Understand and promote the benefits of DevOps approaches and tooling such as continuous integration, continuous delivery, test automation, code quality analysis, etc.

  • Assess the Agile/Scrum maturity of the scrum teams and coaching the teams as required

  • Coach and guide both Accenture and client teams in Scrum best practices



Qualifications

What do we expect from you :

  • 5+ years of proven experience in service delivery management or other relevant IT experience(s)

  • Effective verbal and written communication skills and ability to work with technical and non-technical personnel at various levels in the organisation

  • Experience as project manager delivering IT projects and as scrum master

  • Nominal experience within an IT Service Management role developing IT processes, information flow, associated reports, and applications for defined service domain

  • 5+ years hands on Scrum experience in a dedicated Scrum Master role

  • Understanding/exposure to Scaled Agile practices such as SAFe and LeSS

  • Experience of delivering solutions using Agile methodologies like Kanban, Lean, Continuous Delivery, XP, etc.

  • Detailed understanding of Agile metrics and value tracking across the SDLC

  • Strong experience in leading Scrum Teams in a scaled environment including remote teams and external dependency management

  • Strong experience of leading change initiatives in a service environment

  • Practical experience engaging with DevOps teams, tooling and practices

  • Practical experience in an Azure Cloud Managed Services business

  • Fundamental knowledge of Networking and Hosting technologies and solutions

  • Excellent leadership and customer service skills

  • Fundamental knowledge of big data concepts (storage, pipelines and utilization of data)

  • Bachelor’s Degree or greater or equivalent experience

  • Fluent English (Level C2 as per the Common European Framework of Reference (CEFR))

What can we offer you:

  • Stable employment conditions based on an employment contract

  • Private medical care, life insurance and employee share program

  • Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card).

  • Individual support of a Career counselor and a specific path of professional development, as well as the possibility of a session with a Coach.

  • A wide training package (soft and technical training offer, access to the e-learning platform, possibility of co-financing courses and certification)

  • Additional foreign language classes

  • Various Happiness at work activities and sports initiatives

  • Remote work and flexible working hours

  • Employee Assistance Program - free support in one-time legal, financial and psychological consultations.

  • Paid employee referral program and Employee Share Purchase Plan

Possibility of 100% remote working/ home office

In addition to the traditional form of cooperation, we also offer the possibility of home office, understood as 100% remote work from the place of residence in Poland, indefinitely, also after the pandemic period. For people working in this mode, we offer the same career path and development opportunities as for people working from offices, additional communication, and physical integration meetings twice a year.

If you have any questions or concerns, we encourage you to apply and contact us directly.

Apply ONLINE (preferred) or submit application via email: lodz.recruitment@accenture.com including the position number in the subject of the email.

If this sounds like the ideal role, career and company for you, please apply online as soon as possible.

When applying please enclose the below statements:  

I hereby consent to the processing of my personal data by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of May 10, 2018 on the Protection of Personal Data (Journal of Laws of 2018, item 1000) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive), necessary to carry out the recruitment process by Accenture . At the same time, I declare that I provide my personal data completely voluntary. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority.

I hereby also consent to the processing of my personal data for future recruitment proceedings held by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of May 10, 2018 on the Protection of Personal Data (Journal of Laws of 2018, item 1000) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive). At the same time, I declare that I provide my personal data completely voluntary. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority.

Locations

Katowice,Warsaw

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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