Managed Service Manager
Location: Lodz, Katowice, Warsaw
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
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: firstname.lastname@example.org 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.
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