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Service Delivery Operations Team Lead

Job Location: Timisoara

Regional Description: Romania

Job Number: 00639394


- Job description

          Deliver desired business outcomes and/ or service commitments through effective planning and execution

          Manage the delivery effort including change, demand and support of operations management within schedule, cost, quality, effort and SLAs

          Prioritize and manage the scope of the assigned program, project or contracted service

          Identify, understand and effectively manage milestones and dependencies across multiple stakeholders ensuring clear accountabilities and shared understanding of impact

          Manage issues and risks of the assigned program, project, releases or contracted service

          Prepare and analyze complex reports/information and formulate conclusions

          Manage numerous, complex projects requiring high level capabilities with minimal supervision

          Monitors delivery performance and quality using metrics and status reporting and implement continuous improvements; Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities; May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency;

          Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables

          Supports the management of financials, contractual, and operational commitments in alignment with contract and original deal economics, as well as cost management targets

          Baseline the scope and estimate and plan the work; May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours

          Plan and manage resourcing/staffing within a globally sourced delivery model; Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner

          Act as a point of contact for senior client representatives if needed.



          Fluency in English;

          Previous experience in business process area e.g. HR, Customer Service, preferably in an operations environment;

          Coaching/mentoring skills;

          Strong customer service skills;

          Strong organization skills, attention to detail and follow through to resolve any outstanding issues

          Strong time management skills;

          Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels;

          Ability to adapt to changing environment and support of clients from a global perspective;

          Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager;

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