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Service Delivery Senior Manager

Job Location: IL - Chicago

Regional Description: Midwest

Job Number: 00522698


- Job description

Career Track:  Client Delivery & Operations
Role:  Service Delivery Operations Lead
Location:  Chicago, IL
Accenture Operations combines technology that digitizes and automates business processes, unlocks actionable insights, and delivers everything-as-a service with our team's deep industry, functional and technical expertise. So you can confidently chart your course to consuming your core business services on demand, accelerate innovation and speed to market. Welcome to the "as-a-service" business revolution. 
Job Description Overview:

Act as a single point of contact for the Service Delivery Operations Lead for service delivery operations. Manage all service management activities on behalf of the delivery organization. Accountable for commitments made on behalf of Accenture to the client, including service level agreements, and demand and cost of delivery. Interact with the Outsourcing Account Delivery team, clients, delivery groups and Service Delivery teams responsible for delivering work to the client.
Service Delivery Operations Lead forecasts and manages people, technical resources, finances, projects and operations. They have direct contact with Accenture Leadership especially during critical incidents and acting on important agenda items. Service Delivery Operations Lead is accountable for overall management and delivery of team initiatives and standard operations Performance and resource management Change, incident and problem management Operational expenses Internal and external security audits responding to critical escalations Sr. Leadership and Information Security
Key Responsibilities:
  • Travel 50% amongst offices to manage automation implementations
  • Understands and manages client and other program stakeholder expectations and business outcomes
  • Manages overall efforts of design, development, test, and deployment for automations in alignment with project schedule. 
  • Leads and/or participates in various types of client interviews, meetings or workshops to define and design automation solutions & business outcomes
  • Manage & keep regular status report, issues/risk log for project, and report escalations to leadership
  • Manage project budget, forecasts, & resource staffing of project
  • Ensures open, productive, motivating atmosphere within the project team
Basic Qualifications:
•   Minimum 10 years of experience with managing Global teams
•   Minimum 10 years of experience with Infrastructure and Operations
•   Minimum 8 years of experience with Service Delivery and Account Management
•   Minimum of 5 years of experience at working with client and account leads to analyze issues and risks and work through approach and strategy to resolve or mitigate
•   Minimum of 5 years of experience within business process outsourcing/shared service center and supporting technology teams.
Professional Skill Requirements:
•   Proven ability to work independently and as a team member
•   Ability to be flexible and work analytically in a problem-solving environment
•   Excellent communication (written and oral) and interpersonal skills
•   Strong coaching and project management skills
•   Strong organizational, multi-tasking, and time-management skills
•   Experience in Engagement Management Delivery Leadership
•   Deep skills in Contract Management and SLA management
•   Experience with Data Center Services
•   Experience with Infrastructure Service management
•   Experience with overseeing Service Desk Level 1 and Level 2 3 support
•   Experience in managing and overseeing Infrastructure Security Offerings
•   Technical acumen and aptitude
•   Ability to meet travel requirements, when applicable
•   Bachelor s Degree or equivalent required
•   Strong Communications and Client Interfacing skills
•   Proven ability to build, manage and foster a team oriented environment
•   Proven ability to work creatively and analytically in a problem solving environment
•   Desire to work in an information systems environment
•   Excellent communication written and oral and interpersonal skills
•   Excellent leadership and management skills
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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