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Video Services - Service Delivery Lead

Job Location: IL - Chicago

Regional Description: Midwest

Job Number: 00617561

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- Job description

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.

 

The Client Management Specialist promotes management relationships with the customer. Understand customer at local and global levels. Serve as client point of contact for contract services matters. Support customer expectations by running performance metrics & reporting, escalation management and communication plans. Implement and monitor expense controls. May have experience in ad agency account management and agency project management.

 

Job Description

Delivery Lifecycle professionals envision, estimate, define, build and deploy Accenture´s solutions using standard delivery assets to improve client´s delivery approach.

Infrastructure Operations professionals experience maintaining and supporting core infrastructure applications (and the other elements of the technical architecture) using a unified collection of technology services, tools, standards and control structures. The goal is to ensure the continuous delivery of IT Operations, Security, Network, Workplace Technology and Collaboration, and Data Center technology in order to ensure that critical applications can effectively respond and perform to the demands placed upon them.

A professional at this position level within Accenture has the following responsibilities:
Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.
Understands the strategic direction set by senior management as it relates to team goals.
Uses considerable judgment to determine solution and seeks guidance on complex problems.
Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.
Determines methods and procedures on new assignments with guidance.
Decisions often impact the team in which they reside.
Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

 

Accenture s Video Services Team is a dedicated group of Accenture professionals that focus on the Broadcast and Video Delivery services. The team provides high quality, consistent and seamless support of the end to end management of broadcast event delivery, videoconferencing, and telepresence services.

 

Responsibilities:

 

The Video Services Vendor Management Lead is responsible for developing the vendor management framework for all Core Video Delivery vendors 10 vendors . The Vendor Management Lead acts as the primary point of contact for all Vendor related items in within the Video team s Operation ecosystem. The Vendor Management Lead executes all vendor activities representing the Video Services delivery organization and is accountable for effectively track, report and execute over the commitments made by the organization and the vendor s organization. This individual will also be responsible for tracking invoincing, purchase orders and RMAs done on a a daily weekly monthly basis to the different vendors. Key Responsibilities Develop and execute vendor framework required for managing, tracking and reporting on all vendor related activities financials, contracts, open cases for all vendors. Work directly with EP S, Vendor representatives and Operations Leads on a regular basis in order to proactively facilitate operations functioning. Manage vendors expectations. Proactively monitor vendor support incidents within the service and act as a point of escalation, engaging other team resources as needed. Conduct escalation management and provide communications as needed leading to a successful resolution of escalations. Conduct status calls with customers Video Delivery Operations Leads as necessary in order to deliver customer satisfaction and provide account management.

Basic Qualifications:

 

  • Minimum of 5 years of experience in roles with providing technical operations and process definition in a complex technical environment,.
  • Minimum 3 years of experience in the video services area, Financial management invocing, purchasing, etc

 

Knowledge and Skill Requirements:

 

Strong customer service, relationship management and interpersonal skills Solid verbal and written English communication skills Ability to interact with key executives, upper management, and clients in a professional manner during stressful and time critical situations Experience working with products in unified communications technologies such as webcasts, live and on demand streaming video content, video switching and control, video conferencing systems, multipoint bridging units, videoconferencing endpoints and videoconferencing servers Experience with videoconference infrastructure including Cisco Telepresence CTS x systems, Cisco MXP, EX and C series videoconference systems, and Polycom HDX systems Experience with ServiceNow or related ticketing system Experience with intercompany video conferencing meeting setup and troubleshooting High level knowledge of network architecture and the role that the different network components play in delivery of communication services Strong analytical, troubleshooting and problem solving skills Ability to understand and work with a culturally diverse team across various geographies Ability to handle multiple tasks simultaneously Experience in creating and distributing written communications in an operations environment Ability to closely adhere to operational processes and technical standard defined by the architecture and operations teams.

 

Professional Skill Requirements

Proven success in contributing to 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 leadership, communication (written and oral) and interpersonal 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.

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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