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Client Service Delivery Associate Manager – Incident Management

Job Location: Bucharest

Regional Description: Romania

Job Number: 00558130


- Job description

Key responsibilities

  •     Build & Maintain good relationship with EMEA TAM and other Client stakeholders
  •     Manage teams working in different queues
  •     Prepare and maintain daily Internal and External reports
  •     Lead daily/weekly/monthly calls for the respective queues
  •      Manage escalations (Emails and Phone) 

Qualifications and Experience:

-Bachelor degree or 3 years diploma with preferable experience on -Service Now / any ticketing system

-Excellent English communication skills (Written and Oral). 

-Excellent Written communication skills with email etiquettes

-Good People management skills and feedback giving skills

-Self-motivated and capability to motivate teams/ colleagues

-Must have Problem-solving and Analytical skills

-Proficient with Microsoft Excel reporting and Microsoft PowerPoint presentations

-Client/Customer handling experience

-Proficient in Metrics and Reporting


      -5 years of relevant experience (predominantly Incident                                  -Management/Client service support)

      -Minimum 3-4 years of Team handling experience

      -Prior experience in Service Now/any ticketing tool is highly preferred

      -Possess excellent analytical skills and team player skills

      -Familiar in client facing activities

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