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Local Service Delivery Lead

Job Location: Stockholm

Regional Description: Sweden

Job Number: 00688971

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- Job description

Local Service Delivery Lead


Job description


Accenture är ett globalt företag som erbjuder en bred portfölj av tjänster och lösningar. Genom att kombinera erfarenhet med djup kunskap inom fler än 40 olika branscher, med ett bakomliggande globalt leveransnätverk, arbetar Accenture i gränslandet mellan affär och teknik för att hjälpa våra kunder att bli mer effektiva och långsiktigt skapa värde. Med ungefär 425 000 anställda verksamma i fler än 120 länder, driver Accenture innovation för att bidra till en bättre värld.

Overall Purpose of the Job


  • Leads team of local recruiters/ business interlocks (talent) onsite/ Client premises
  • Achieve operational performance targets including Service Level Agreements (as well as other contractual deliverables) with Client
  • Support management of service relationship with Client;
  • Facilitate resolution of service issues and Client escalations;
  • Facilitate achievement of Client’s Service Satisfaction (for Client’s management and also end-users)
  • Act as a clear escalation route to the Global SDL for service related issues;
  • Provide a holistic view of service delivery to internal stakeholders + Client (with minimized exposure);
  • Manage Ad Hoc contractual projects for Accenture & Client in line with the nominated project team;
  • Initiate and own continuous improvement projects within area of responsibility;
  • Foster engagement within area of responsibility;
  • Foster continuous improvement and personal development within area of responsibility;
  • Own career management of direct reports-to.


Job Dimensions


1.Expertise

  • Experience in Human Resources (Recruitment/ Talen) or Shared Service Operations (In sourced or outsourced) – 4 years
  • Previous experience with People Management (team size 10+ employees)
  • Sound Operations Management experience (including SLA management);
  • Sound contractual / change management knowledge;
  • Previous experience in matrix management and Client relationship building;
  • Corporate background desirable;
  • Basic project management skills;
  • Basic financial and commercial Skills
  • Sound presentation skills
  • Ambassador of Accenture


2.Problem Solving

  • Experience in managing unstructured problems
  • Problems within this role are typically service related for the Client or in the sphere of people management. Problems can occur on a daily basis and can range from small Client requests to large service issues, as well as short term and long term people management involvement.
  • To resolve, valid experience and an operational contact network across the operation is needed, plus the ability to look at issues in an objective way. Problems may require varying degrees of input for resolution from other functions or teams – requiring a matrix management approach to facilitate resolution.
  • Identifying poorly defined solutions and realizing resolutions


3.Existing Business

  • This role is focused at a senior management level. Interaction with Global SDL and other LDC Client Service Delivery Leads in other locations, etc. daily;
  • The purpose of this interaction is to facilitate consistent delivery of service excellence to the Client with a timely escalation and response to the Client, in close conjunction with all aforementioned relevant internal stakeholders, should service issues occur;
  • This interaction also facilitates and assures effective Process & People
  • Management within the area of responsibility


4.New Business & Continuous Improvement

  • The role is not directly responsible for identifying business opportunities. However, should operational opportunities be uncovered as part of the contractual activity, further investigative work will take place to research the opportunity and this will be passed to the account team for presentation to the Client
  • The role entails participation, contribution and hosting existing and potential Client visits
  • The role is responsible for driving process of continuous improvement within area of its responsibility. This program is represented e.g. by the We@Accenture initiative.


5.Communicating with Others

  • Attendance to meeting and reviews based on defined MOS system, which includes (not limited to):
  • Client Monthly Contract Performance Review Meeting
  • Monthly attendance at the Business finance meeting
  • Internal operational meetings which concern contractual and delivery issues
  • Regular engagement of the peer Client Service Delivery Leads for service related information – issues, developments, new initiatives
  • Regular OADM / Global SDL (scheduled/ad-hoc)


6.Management Operating System

  • This role is responsible for creating and proactive managing network of stakeholders interfacing this role (e.g. Local Delivery Centres, OADM, Global SDL, Global Process Leads,
  • Global Service Management, etc.)
  • Attendance to meeting and reviews based on defined MOS system, which includes (not limited to):
    • Internal operational meetings which concern contractual and delivery issues,
    • Organizing and participation to the monthly/ Ad hoc delivery meetings
    • Facilitating and participation to Training Curriculum & Induction/Introduction Training


7.People Management and Development

  • Direct Line Manager of staff in Local Delivery location
  • Accountable for the hiring, development, coaching and performance management of the entire workforce
  • Responsible for the hiring, development, coaching and performance management of direct reports-to


8.Financial Control

  • This role has indirect ownership of costs related to local team management


Ansöknings- och intervjuprocess:


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Accenture welcomes and encourages applications from diverse backgrounds related to gender, age, ethnicity, culture, race, religion and belief, disability, nationality, sexual orientation and gender identity. Inclusion and diversity are fundamental to our culture and core values, providing an environment where everyone brings distinct experience, talent and culture to their work. We invite you to be part of this diversity!



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