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Service Delivery Associate Manager - Aerospace & Defense

Job Location: CT - Hartford

Regional Description: Northeast

Job Number: 00536660


- Job description

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.
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.
Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.
Job Description
The Service Delivery Associate Manager supports the central operations of the Delivery Team in managing resources, projects, and budgets to meet the goals of both the Operations Account Delivery Manager and Clien’ts. Responsible for development and execution of demand management processes and client and management initiatives that transforms data into usable metrics. They also use engagement data to create models to improve business decisions. They will interface with program and project management, quality management and leadership to provide regular reporting on metric performance and respond to requests, ensuring the metrics provision and performance meets requirements. They support the Service Manager to administer all demand requests from one or more clients. They are responsible for the overall management of definition, measurement and centralized processing of the customer's requests.
Key Responsibilities:
  • Support the Service Manager in delivery account reviews with key leaders, to include:
    • Client and offering group(OG) Client Account Senior Executives(SEs); Outsourcing Account Delivery Manager (OADM); outsourcing service delivery leads and commercial directors Support the work of the Service Manager with clients, OADM, commercial directors and the service delivery operations teams to manage business requirements, scope of work, work prioritization, business performance issues, service quality, change orders and recovery plans
  • Manage the delivery of service management scope of services across clients and incorporate full scope of service management services like: change management, issue/problem management, governance, satisfaction surveys, performance reporting, service definition framework, new deal mobilization for introducing and setting up service management scope of services, internal controls and compliance monitoring. Support the management of the operational and financial performance of the outsourcing contract
  • Formalize contract delivery plans and articulate business requirements and opportunities
  • Manage new service requests, log, evaluate, prioritize, and forward requests in coordination with service delivery leadership
  • Provide coordination/communication with appropriate service delivery leadership to ensure initiatives meet schedule, budget and quality commitments
  • Track and report progress on requests to the concerned customer and initiate work with delivery organization post approval
  • Monitor adherence to Accenture’s and client's policies and standards (e.g., project approval process, work request process, business continuity management, data privacy and security, major incident escalation)
  • Support day-to-day management of outsourcing contract(s) service level agreements (SLAs) including:
    • Provision of executive analysis and support o Provision of consolidated weekly project status reporting
    • Maintenance of internal process documentation and provide input for client processes
    • Tracking, measurement, reporting and communicating delivery costs, performance issues and risks
    • Production and distribution of monthly external and internal reporting packages
    • Support change management to all service-related formal agreements. This includes changes to service baseline, service level agreement(s), operational level agreement(s), and balanced scorecard
  • Communicate with customer and client as necessary; maintain, analyze and report metrics
  • Communicate the metrics reporting standards and verify that metric results are delivered to the concerned teams for reporting
  • Perform and analyze key performance indicators and variances. And assist in documenting performance against plan
  • Gather key performance indicators and metrics data, which reflect the group's current performance
  • Identify key areas of strength, trends and opportunities for metrics performance improvement and develop recommendations for actions to achieve performance improvement
  • Verify the proper program management, sponsorship and planning of the metrics program
  • Analyze and rationalize all key metrics and quality measures defined in the quality management and operating plan
  • Maintain the measurement plan, which outlines the metrics that will assist management in making informed decisions to promote quality, productivity and process improvement
  • Adopts the metrics program into day-to-day operations
  • Manage data collection process and mechanism Manage and coordinate all demand requests
  • Coordination and continuous improvement of aggregate-level demand and capacity planning, monitoring and controlling all requests that fall within the scope of services and capacity range Works closely with the account delivery manager, service manager, service delivery lead, business client liaison and client to coordinate and respond to all request types, ensuring long-term capacity planning aligns with the short-term capacity planning and execution
  • Responsible for the overall management of definition, measurement and centralized processing of the customer's demand requests
  • Ensure with service manager that the client's leadership authorizes all work activities
  • Facilitate work estimate activities and the execution and submission of committed estimates
  • Reviews and approves estimates prior to client presentations
  • Performs sizing and work type classifications, approximate estimates and commits those estimates with input from appropriate delivery/capability team(s)
  • Liaise with delivery leads, stakeholders and service management process owners for capability, governance, change issues, satisfaction surveys, performance reporting, new deal mobilization, internal control and compliance (ICC) and compliance monitoring (COMO) Sales and Solution Support
  • Serve as Mobilization Architect for all expansion work including but not limited to:
    • Additional roles in existing Business Units/functions • Transition of existing roles between delivery centers
    • Responsible for establishing transition budgets for ‘New’ deals (e.g. New Business Units, new services for existing Business Units)
    • Work with client to understand roles and responsibilities that can be expanded or added to existing footprint
    • Support Global Mobilization lead as needed • Review and provide input on Due diligence documents Mobilization Execution
    • End to End Transition lead across DCNs for selected projects.
    • Work-streams include but are not necessarily limited to Implement tech and work environment, Implemented Ops Management, Enable People, KT, Change Management and Communications
    • Serve as primary point of contact for client during Transition
  • Coordination of Transition efforts with DCN Mobilization staff including but not limited to:
    • Transition planning, Tracking and Management of transition issues/risks/actions
    • Provide oversight and consistency across DCNs for all client and SDO facing materials and meeting formats
    • Provide status reporting to Global Mobilization lead
    • Escalate issues as necessary
Basic Qualifications
  • Bachelor's Degree
  • 3 years of experience in the Aerospace and Defense experience (A & D)
  • 3 years of Client Delivery experience within Finance or Supply Chain
  • 3 years of knowledge transfer or mobilization experience
  • 3 years of program or project management experience
Preferred Skills
  • Client relationship management experience
  • Financial management experience
  • Business Process Outsourcing experience
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 (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 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.

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