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Global Service Delivery Lead

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00609824

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- Job description

Global Service Delivery Lead

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 425,000 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.


As the Global Service Delivery Lead, the incumbent will lead delivery teams in multiple locations, countries and time zones. Management of the teams to achieve SLAs, meet financial targets and be compliant with all controls, while ensuring we are nurturing a great place to work for our people and being a partner of choice for our client are key success factors for the GSDL.


The Global Service Delivery Lead will have responsibilities that will include coordinating and collaborating with the Operations leads in each location to be successful in delivering the following:

  • Interpret day to day business objectives and prepare execute operational practices work programs.
  • Ensure proper execution of processes by team
  • Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
  • May perform data entry or other client related tasks in various systems, as required
  • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
  • 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
  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
  • May perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
  • Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases
  • Prepare and analyze complex reports information and formulate conclusions.

Basic Qualifications:
  • Minimum 5 years Service Delivery experience
  • Minimum 5 years team management experience
  
Preferred Qualifications:
  • Bachelor's degree
  • Minimum 5 years account management
  • Proven ability to build, manage and foster a team oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent communication written and oral and interpersonal skills
  • Excellent leadership and management skills
  • Experience in a continually changing, fast paced environment
 

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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