Service Delivery Operations Lead

#LI-GM

Responsibilities

FYI Center  Bangkok

Type 0: Not applicable
Onsite
No

Program/Project Planning
Identify project key stakeholders and understand their goals and expectations of the project. Ensure goals and expectations are in alignment with project scope and priority.
Confirm the approach to assess the stakeholder goals and expectations throughout the project.
Confirm the project organization structure and clarify the project governance roles and responsibilities.
Plan the project upon confirmation of scope and responsibilities of all parties involved. If multi locations, ensure there are work packages with clearly define deliverable responsibilities and completion schedules.
Confirm project resources.
Integrate project work plan with inputs from teams.
Confirm delivery and management processes and tools and launch project.

Engagement Leadership
Assess engagement performance, risks, issues and impact on solution and service delivery commitments, client relationships, etc.
Assess options to address the risks and issues and improve the engagement performance.
Make governance decisions and identify action items.

Business Case Management
Ensure the values we are delivering are in line with client expectations.

Demand Management
Review internal process improvement log to identify possible future demand.
Review the portfolio management plan and service strategy to identify internal demand.

Work Planning and Management
Review the work plans created across his or her area of responsibility. Validate schedule, dependencies, and resource utilization across work plans.
For services, develop an organization-wide resource capacity work plan, showing how resources are distributed across teams or domains to meet anticipated demand. Works with Service Management to rebalance the plan as needed to meet fluctuations in demand or deal with issues and risks. 
For programs, create an integrated project plan from the individual project plans, showing the high-level flow of project milestones and dependencies across projects. Use the plan to rebalance work and manage variances across projects.

Deliverable Management
Review and approve the Deliverable Responsibility Matrix.
Make sure that cross-project and cross-team demands on client reviewers are balanced and reasonable.
Address risks preventing timely acceptance. 

Quality Management
May serve as the engagement Quality Manager.
Monitor and control the quality management process, manage expectations, conduct milestone reviews, manage process performance, conduct continuous improvement and causal analysis activities.

Risk Management
Manage the risk response when risks are realized.
Maintain the contingency allocation in alignment with the risk.
Has overall accountability for managing the risk of the engagement. The Delivery Lead is supported by the engagement Quality Manager that oversees the Risk Management process for the engagement.

Issue Management
Monitor all issues that affect their team, project, or program.

Scope Change Management
Serve as a member of the Change Advisory Board.
Review and approve scope changes.

Performance and Reporting Management
Assess performance against delivery plan.
Assess risks to delivery and performance targets.
Review current mitigation and resolution activities.
Address performance risks and issues determine and assign corrective actions.
Oversee the implementation of corrective actions.
Monitor effectiveness of improvement actions taken

Time Tracking
Review time submitted to make sure time is being logged against the right tasks and work products in the work plan.
Update and publish the work plan with the new actual.

Program/Project Closing
Ensure all project deliverables in scope are completed and signed-off.
Create Project Closure Report.
Ensure project close-out activities are completed.


Delivery Framework: To achieve Delivery Excellence, contribute to implementation of Accenture Delivery standards, methodologies, processes, and tools to drive consistency and efficiency in project execution

Delivery Excellence:
'•    attend Delivery Excellence Governance call and present delivery and resources updates
•   execute the governance calls with the Tech MU leads
•   ensure the offshore delivery team meets outsourced service commitments to the client
•   liaise with respective CG leads for ATC project status/risk/issues
•   initiate Continuous Improvement and Automation opportunities
•   work with Leadership, Delivery Excellence team and other support groups on
•   provides coaching to team members on delivery, drive future growth of the delivery team