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GSM - Service Delivery Manager

Job Location: Location Negotiable

Job Number: 00483785

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- Job description

Career Track:  Client Delivery & Operations
Role:  GSM Service Delivery Manager
Location:  Based in USA - Remote
 
Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Accenture people build careers in four different areas of our business: Consulting, Technology, Outsourcing and internal Corporate Functions. Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.

The GSM Service Delivery Manager (SDM) oversees the delivery of Service Management as a Service to multiple company's organizations and teams (internal customers). The SDM possesses a good, broad technical understanding of the services being provided and the technologies being used. Establishes guidelines for the GSM teams responsible for Incident, Change and Problem Management functions to ensure consistently high service performance, results.  
 
Displays leadership and authority with proven ability to lead others under pressure. Ensures that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s). Coordinates the delivery of services from the associated technical and service control teams, ensuring a cohesive, high quality operation. Manages numerous, complex projects requiring high level capabilities with minimal supervision.
 
The SDM delivers a creative and demonstrable approach to the delivery of day-to-day service and projects, service vision, cost reduction and service increase initiatives. 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. Identifies, documents, and reviews opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency and executes implementation of improvements.
 
The SDM utilizes reports to demonstrate service availability, performance, quality and evaluates customer feedback to develop quality improvement initiatives. The SDM is the single point of internal management and escalation for the given service, and the primary contact on that service. Demonstrates expert knowledge of processes and related technology to effectively perform responsibilities.
 
Key Responsibilities: 
  • Internal single point of contact for the Service Management as a Service:
    • Hands on management of Major Incidents & Problems
    • Management of actions to reduce Incidents & Problems and improve Change success
    • Project deliverables management
  • Provide single point of management and escalation for delivery teams on the service.
  • Interaction is with senior leadership within Accenture, involving matters that may require acceptance of an alternate approach
  • Acts independently to determine methods and procedures on new assignments with latitude in decision-making
  • Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility
  • Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters
  • Prepare and analyze complex reports/information and formulate conclusions
  • Required to direct work within clear budget guidelines
  • Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
  • Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
  • Assist with providing operational statistics and escalate operational issues to supervisor
  • Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
  • Participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects
  • Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects
  • Manage numerous, complex projects requiring high level capabilities with minimal supervision
Basic Qualifications:
  • Minimum of 10 years of experience with Information Technology experience in Operations or Delivery Roles
  • Minimum of 10 years of experience with Service Delivery operations in a large enterprise or outsourcing provider
  • Minimum of 8 years of experience with Technology Engineering, Troubleshooting and System Administration
Preferred Qualifications:
  • Degree in IT or related technical subject or equivalent experience
  • Good technical aptitude, broad I.T. experience and technology depth
  • Successful continuous improvement implementation
  • Service delivery management, client management or team Lead experience
  • Strong customer relationship management skills
  • Excellent English oral and written communication skills with the ability to speak and write at executive and business levels
  • Ability to communicate at the client, senior leadership and business owners levels
  • The ability to manage Projects and Programs
  • Effective facilitator directing teams toward rapid resolution of complex issues
  • Strong people skills - negotiation, listening, with the ability to work effectively with all levels of the organization
  • Strong analytical, organization, multitasking and prioritization skills
  • Able to fulfill the required Work Type, Location and Hours requirements
  • ITIL understanding or v3 Foundation course specifically Service Transition, Service Operation and Continual Service Improvement
Work Requirements:
  • Work type: Non-technical, service delivery operations type role, leading service strategy, providing leadership during highly critical operational issues, assisting with major Problem Management and Continual Service Improvement effort, with some level of project and program responsibilities.
  • Work Location:  Some work-from-home is acceptable with reliable internet connectivity, but location guidelines apply. Some in-country and out-of-country travel will be required on a per-need-basis.
  • Work hours:  Standard Business Hours with occasional weekend support rotation.
 
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 (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).
 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
 
Accenture is 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.
 


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