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Social Media Client Service Delivery Manager

Job Location: Iasi

Regional Description: Romania

Job Number: 00536109

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- Job description

Social Media Client Service Delivery Manager
Ideal Candidate:
Ideal Candidate
•       + 9 years professional experience (minimum 5 years managerial experience)
•       Previous experience in business process area, preferably in an operations environment
•       English-advanced level
•       Strong leadership skills
•       Excellent results in people and client management
 
Role Summary: 
The employee manages the work of more than one delivery or process team through others.
The Employee agrees on deliverables, budget, schedule, dependencies, service levels, operating metrics and scope for a Service Delivery Team. They assign resources and are ultimately accountable to ensure their team or extended team creates deliverables on budget, on schedule and with the appropriate quality. The job requires interfacing with Contract Service Management Leads, Project Managers and the Client Service/Service Delivery Team.
Key Responsibilities: 
Client Service Team/Service Delivery Team Project/Support Team Management and Work Management
  • Empowered resource who commits the Service Delivery Team to work - agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope
  • Empowered to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with the appropriate quality
  • Maintain the team’s portion of the work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status, etc.)
  • Schedule, assign, and track deliverable signoffs for deliverables owned by the team, and validate the participation of appropriate contributors to each deliverable
  • Serve as a Peer or Process Reviewer as appropriate and participate in Quality assessments as needed
  • Identify continuous improvement and productivity improvement opportunities – maximize reuse, minimize redundancy, streamline, drive one-to-many approach, etc.
  • Serve as process expert/coach for the team’s deliverables
  • Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
  • May facilitate monitoring of service related processes and policies, identify areas for performance improvements, and coordinate implementation
  • Manage staffing assignments and role changes
  • Support recruiting and interviewing potential new team members
  • Monitor and manage team goals and performance and ensure team understands how they align  and relate to broader business goals and strategies
  • Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)
  • Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources
 
 
Social Media Client Service Delivery Manager
Ideal Candidate:
Ideal Candidate
•       + 9 years professional experience (minimum 5 years managerial experience)
•       Previous experience in business process area, preferably in an operations environment
•       English-advanced level
•       Strong leadership skills
•       Excellent results in people and client management
 
Role Summary: 
The employee manages the work of more than one delivery or process team through others.
The Employee agrees on deliverables, budget, schedule, dependencies, service levels, operating metrics and scope for a Service Delivery Team. They assign resources and are ultimately accountable to ensure their team or extended team creates deliverables on budget, on schedule and with the appropriate quality. The job requires interfacing with Contract Service Management Leads, Project Managers and the Client Service/Service Delivery Team.
Key Responsibilities: 
Client Service Team/Service Delivery Team Project/Support Team Management and Work Management
  • Empowered resource who commits the Service Delivery Team to work - agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope
  • Empowered to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with the appropriate quality
  • Maintain the team’s portion of the work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status, etc.)
  • Schedule, assign, and track deliverable signoffs for deliverables owned by the team, and validate the participation of appropriate contributors to each deliverable
  • Serve as a Peer or Process Reviewer as appropriate and participate in Quality assessments as needed
  • Identify continuous improvement and productivity improvement opportunities – maximize reuse, minimize redundancy, streamline, drive one-to-many approach, etc.
  • Serve as process expert/coach for the team’s deliverables
  • Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
  • May facilitate monitoring of service related processes and policies, identify areas for performance improvements, and coordinate implementation
  • Manage staffing assignments and role changes
  • Support recruiting and interviewing potential new team members
  • Monitor and manage team goals and performance and ensure team understands how they align  and relate to broader business goals and strategies
  • Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)
  • Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources
 
 

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