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Technology Service Delivery Manager

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00677896


- 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.
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.

Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.
The Technology Service Delivery Manager (TSDM) acts as the single point of contact for the BPO account for technology-related scope and is accountable for ensuring high quality, issue free Technology delivery. The TSDM is also responsible for helping to expand the IT footprint on the account, working with the BPO Account Team to identify opportunities and proactively up sell and cross sell Technology services. The TSDM is expected to position themselves as a Technology expert with the BPO account, presenting the BPO Technology offerings latest thinking and to bring the relevant TGP experts to the account as needed.
Key Responsibilities:
  • Overall IT Account Manager and primary point of contact to deal for technology operations providing leadership and coordination across all technology teams and technology service providers.
  • Manages virtual tech team to deliver in accordance with agreed to KPI s and service levels and will manage escalations.
  • Provides oversight of tasks and deliverables across the tech team, ensuring that they are completed on time, with quality, and within budget.
  • Manages budgets forecasts recoveries across all IT Delivery Groups to provide a consolidated financial view
  • Works with the BPO Account Team to manage IT scope to client commitments Initial point of contact for technology change requests, providing coordination for solutioning estimates and approvals.
  • Interface to client IT leadership and participates with the BPO Account team client on IT planning.
  • Provides demand forecasts to IT delivery groups and conduct periodic IT Service Reviews of the IT services with the account team to review performance against service levels, service account issues, cost performance, continuous improvement, change requests new business opportunities, project status, etc.
Basic Qualifications:
  • Minimum of 5 years of experience with Technical Program Management
  • Minimum of 5 years of experience with Technical Infrastructure (Voice, Network, Data, etc.)
  • Minimum of 5 years of experience in Change Management in a client-facing role


Preferred Qualifications:

  • Bachelor’s degree preferred
  • Managed Global PMO programs
  • Has worked in high-tech industry vertical
  • Managing virtual teams of between 25 - 50 people in multiple locations
  • Client facing skills, interfacing directly with client IT and account and business leadership in the delivery of technology
  • Executive presentation skills and ability to package and present complex technical concepts to executives in a concise manner.
  • Strategic skills and the ability to have meaningful discussions at strategic level with both Accenture account teams and client.
  • Accenture domain knowledge with extensive experience delivering technology solutions in Accenture, leveraging the various global technology groups and the Global Delivery Network GDN
  • Experience delivering results through a global, distributed, shared services technology organizational model and solid technology background
  • Ability to understand details of various solutions requested by client and / or Accenture account team, translating requests into solutions and creative options to address asks or issues.
  • Ability to gather requirements and map to various solutions and come up with creative options to address asks or issues discovered.
  • Attention to detail and strong analytical skills with ability to methodically break down problems and come up with solutions to address asks or issues
  • Problem-solver with ability to dig in to understand requests and problems and provide recommendations and or direct actions to address.
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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