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Service delivery lead with English

Job Location: Brasov

Regional Description: Romania

Job Number: 00572147

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- Job description

Key Responsibilities: 

 

Client Service Team/Service Delivery Team Project/Support Team Management and Work Management

          Empowered resource who commits the Client Service Team/Service Delivery Team to work - agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope

          Assign team resources to work communicating allocated budget, schedule, macro approach and deliverables

          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

          Manage resources to achieve these assignments

          Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings

          Maintain the team’s portion of the work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status, etc.)

          Approve team member time sheets, identify the source of any variances, and drive plans to correct variances

          Identify and manage issues and risks and act as an escalation point within the team

          Work with other delivery managers and project managers to ensure the Client Service Team/Service Delivery Team understands their accountabilities for delivery and how to work across the teams as needed

          For BPO, facilitate effective Management Operating System ensuring timely reviews of process outcomes (3X3’s, KPI’s, SLA’s) and improvement/change initiatives

 

 

Process Compliance/Consistency, Quality, and Continuous Improvement

          Schedule, assign, and track deliverable signoffs for deliverables owned by the team, and validate the participation of appropriate contributors to each deliverable

          Validate appropriate contributors have participated in the creation/review of each team deliverable according to standard methods and/or processes

          Ensure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely manner

          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.

          Participate in the creation of team deliverables as appropriate

 

 

Process Capability Development

          Serve as process expert/coach for the team’s deliverables

          Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and 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

          Identify and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements.

          May leverage benchmarking to identify leading practices, measure service performance against appropriate external standards and facilitate sharing of best practices

          May analyze and manage performance of third party vendors/contractors or departments to delivery service/process requirements and when required identify and facilitate performance improvement

          May facilitate monitoring of service/process related technologies and when required identify areas for improvement.

          May facilitate monitoring of service related processes and policies, identify areas for performance improvements, and coordinate implementation

Team Finance and Resource Management

          Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime, etc., and escalate issues when required according to established practices

          Manage staffing assignments and role changes

          Support recruiting and interviewing potential new team members

          Balance workloads and skill sets across clients to support one-to-many delivery 

 

 

Competency and Skill Management

          Manage and develop team competency coverage through cross-training, leadership development and succession planning

          Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies

People Development and Management

          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

 

Special Initiatives/Other

          Participate in and/or lead special initiatives

 

 

 

 

 

 

 

 

 

 

 

 

 

Preferred Skills/Qualifications

 

 

·         Cost Management

·         Communications Management

·         Operational Excellence

·         Operations Management

·         Project Management

·         Resource Management

·         Accenture Delivery Methods

·         Accenture Delivery Tools

·         Service Level Agreement (SLA) Management

·         Problem Solving and Escalation Management

·         Peer Reviews

·         Continuous Improvement

·         Service Performance Management and Metrics

·         Estimation and Planning

·         Client Relationship Management

·         People Enablement

·         Customer Interaction Handling

 

 

 

What we offer:

Competitive salary and performance bonuses

Attractive benefits package: meal vouchers, public transportation, medical services, private pension, life insurance, gym

Trainings delivered in classrooms or virtually and access to a mountain of knowledge

Chance to become a subject matter expert for complex processes

Possibility to practise your language skills with native speakers

Opportunity to work with top clients on large projects

Dynamic, intercultural working environment

 

 

 

 

 

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