Service Delivery Operations Sr. Manager
Southwest
TX - Austin
JOB NO. 00770298
Popis Pracovnej Pozície
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
Portfolio & Delivery Management professionals plan, deliver and execute one or more projects and programs for Accenture or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.
Job Description
The Service Delivery Operations Sr. Manager will be accountable for strategic and complex delivery of Service Delivery Operations (SDO) within a geography. Other responsibilities include:
- Manage and own service quality, cost, and leadership of the people delivering service.
- Manage financial targets and ensure that the work is delivered within budget.
- Will be responsible for > 35 contracts in North America, growing @ > 60% and across 3 work forces (FTE, Flex and Contractors) based out of the client locations.
- The position is client facing and will play a key role in representing delivery in client conversations as locations are expanded across the in the US.
Accountabilities
- Lead Service Delivery to Meet Financial and Operating Targets
- Execute strategy to achieve defined cost improvement, quality and speed of service delivery objectives
- Work with account teams to proactively address performance issues and drive programs/initiatives around cost recovery, operational excellence, continuous improvement and innovation initiatives for area of accountability
- Participate in account quality review process with relevant stakeholders and engage appropriately in the Accenture Quality Assurance program
Grow the Business
- Support sales opportunities, validate expected delivery capability, and sign off on commitment to proposed Service Level Agreement (SLAs)
- Create and/or maintain client reference-ability through excellent service on the accounts within assigned scope
- Participate in client site visits
Develop Key Relationships
- Cultivate business relationships with clients at the BU, Division and/or Country head levels
- Proactively improve client and customer relationships in partnership with Accenture Operations Account leadership
- Collaborate across Sales, Solution Development, Account Management, Delivery Excellence, and Innovation & Industrialization teams
Engage and Develop High Performing People
- Lead the performance of a large team. Responsible for the successful performance of management-level personnel. Strong people development skills.
- Manage supply and demand, service quality and talent management processes to meet delivery expectations and engage employees
- Manage SDO team below the managing director level, setting the tone from the top for our people and sustaining Accenture's culture and value
- Set the agenda for national Journey to Intelligent ops and cost to serve
- Coordination point across all Accenture organizations
- Drive program level resource planning and load balancing across the locations
Kvalifikácie
Basic Qualifications:
- Bachelor’s degree
- 10 years of leadership experience including BPO
- 10 years of client facing experience
- 10 years of experience driving consistency of delivery across locations on similar programs
- 10 years driving program level resource planning and load balancing across the locations
Preferred Qualifications:
- Experience in the Software & Platform industry
Professional Skills Requirements:
- Proven experience being accountable for noiseless client delivery across locations/stakeholder management
- Able to act as the escalation point for matters needing to come to delivery management attention
- Ability to drive strategic initiatives for a client
All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Rovnosť pracovných príležitostí
Všetky rozhodnutia týkajúce sa zamestnávania sú prijímané bez ohľadu na vek, rasu, vierovyznanie, farbu pleti, náboženstvo, národnosť, etnický pôvod, zdravotné postihnutie, sexuálnu orientáciu, rodovú príslušnosť, genetický pôvod, rodinný stav, alebo občianstvo.
Uchádzači o zamestnanie nebudú v rámci procesu prijímania do zamestnania povinní predložiť výpis z registra trestov obsahujúci už zneprístupnené, alebo vymazané tresty, alebo zatknutia.
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Život v Accenture
Pracuj na mieste, ktoré ťa inšpiruje objavovať tvoje vášne a podporuje a rozvíja tvoje nadanie. Staň sa súčasťou špičkových technologických inovácií v rámci tých najlepších projektov, aké si len dokážeš predstaviť.
Pracovné prostredie
Dostaň zo seba to najlepšie v pracovnom prostredí, ktoré pomáha prinášať inovácie vo všetkom, čo robíš.
Vzdelávanie a rozvoj
Nájdi si čas na učenie a uč sa po celý čas v našich regionálnych vzdelávacích centrách, digitálnych učebniach, on-line kurzoch a vzdelávacích paneloch.
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Spoznaj Accenture
S viac než 477 000 zamestnancami vo viac ako 120 štátoch, Accenture rieši najväčšie výzvy svojich klientov prostredníctvom širokej ponuky služieb a riešení v oblasti stratégie, poradenstva, digitalizácie, technológií a prevádzky podnikov.
Pozri sa, ako spolu s našimi klientmi vdychujeme život inováciám v každom odvetví, v každom štáte, každý deň.
Zoznám sa s niektorými z našich viac ako 477 000 kolegov na celom svete, ktorí menia spôsob, ako svete funguje.
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Zostaň v kontakte
Pridaj sa k nášmu tímu
Vyhľadaj voľné pracovné miesta, ktoré vyhovujú tvojim schopnostiam a záujmom. Hľadáme zanietených, zvedavých a kreatívnych tímových hráčov, ktorí sa neboja prinášať nové riešenia.
Ostaň informovaný
Buď vždy o krok vpred s tipmi na rozvoj kariéry a názormi a informáciami od špičkových odborníkov priamo z odvetvia, ktoré môžeš využiť už dnes – a to všetko od ľudí, ktorí tu skutočne pracujú.
Zostaň v kontakte
Dostávaj upozornenia na nové pracovné miesta, novinky a tipy prispôsobené tvojim preferenciám. Pozri sa, aké zaujímavé príležitosti ťa čakajú. Zaregistruj sa nižšie.
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