Job Description

Organization: Accenture Federal Services
Location: San Antonio, TX 


Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.

We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So, you can deliver what matters most.

Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our 7,200 dedicated colleagues and change makers work with our clients at the heart of the nation’s priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.

Within the SS Cloud Management Platform & Services (CMPS) program, the Cloud Service Delivery mission is underpinned by the driving purpose to provide the highest quality of client satisfaction. Our mission is tightly woven into every delivery mechanism to match the rapidly changing expectations of cloud technology management. The AFS cloud management platform delivers centralized, simplified, highly secure and fully managed solutions specifically designed to be delivered by a centralized management service for brokering, governing and operating multiple cloud solutions. We don’t just give customers a tool for choosing and delivering cloud (IaaS) and cloud-based (PaaS/SaaS) services, we partner with them throughout the entire engagement lifecycle. As a major cloud provider and industry-leading government systems integrator, we offer a complete cloud portfolio with the ease of single-point accountability to deliver the ultimate client experience.

AFS is seeking a cloud experienced Service Delivery Lead ready to advance their career in the latest cloud enabled Service Delivery and Managed Services Offering Business, Engagement and Operations Models. The Service Delivery Lead has the overall responsibility and accountability for the full lifecycle of CMPS Service Delivery over the life of our AFS - Cloud Service Offering partnership.

As the Service Delivery Lead, you will enable the Client Engagement, Platform Management and Business Operations Leads to be successful managing their teams scope. Collaborate with The CMPS Chief Architect, Business Engineering and Tenant Service Offering points of contact to enable opportunity pursuit across al AFS Portfolios and continuously mature and evolve CMPS services to best meet AFS client requirements. Overall accountability to support account teams in the pursuit of organic growth opportunities, be responsible for leading ongoing steady state support, enhancements and new development, for monitoring the SLA activity of AFS's delivery teams and implementing corrective measures, when required, for actively participating in client meetings and in Operational meetings between client and AFS, for managing escalating ricks & issues, client and team satisfaction, and budget and profitability across the portfolio. You will be required to apply AFS quality methodologies across CMPS Service Delivery, to retain top quartile(s) staff and effectively plan succession and rotations, and to actively participate in transition activities.

Additionally, the Service Delivery Lead will be joining a highly integrated team of self-motivators to achieve the common goal of building an extremely successful and results-driven Cloud Service Delivery practice. It’s important the candidate shares the mission and purpose to deliver the highest client satisfaction in every facet of the job.

The Service Delivery Lead will:
•Assign all work assignments, commit team(s) to work, manage the quality of their work, manage the team 's financials and mix to targets, and drive the overall people management within the team. May manage service delivery team leads.
• Improve organization performance and achieve program goals by developing and executing end-to-end project management activities. They demonstrate creativity and flexibility when creating and driving project plans and estimates, scope and requirements from implementation to deployment. Proactively manage and report on execution of deliverables. Master communicators across multiple stakeholders aligning priorities and direction.

Other Key Responsibilities Include:
• Serving as the primary client contact for service level or other contracted metrics and take responsibility for issue resolution
• Monitoring forecasted and actual service levels proactively to ensure noiseless delivery
• Standing as Key contact point to work with other internal Accenture functions
• Remaining the escalation point for all verticals
• Driving Insights, innovation governance and issue risk management
• Driving process changes and provide regular updates as per client reporting requirements
• Prioritizing resource management and people development


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Qualifications

Basic Skills & Qualifications:
  • Relevant Bachelor's degree OR Relevant Master's Degree OR Relevant Doctor’s Degree OR 10+ years of experience in an IT role in lieu of degree
  • 3+ Years of Experience in an IT Management Position (preferred Cloud)
  • 4+ Years of Experience with Reporting / Analytics
  • 7+ Years of experience with Client / Stakeholder Management
  • 5+ Years of performance management experience delivering to Service Level Agreements in an IT environment
  • 5+ Years of Service Delivery Leadership and/or Sales Experience
  • US Citizenship is required
Preferred Skills & Qualifications:
  • PMP
  • ITIL v3 Certification
  • CMMI-SVC:
    • Infrastructure as a Service (IaaS)
    • Platform as a Service (PaaS)
    • Software as a Service (SaaS)
    • Cloud Management
    • ITIL v3 Intermediate
  • Security+ CE and/or CISSP Certification 
  • 5 years of service delivery leadership and/or sales experience
  • Experience in selling to a client, either in a focused sales job or as part of a delivery job
  • Experience in at least one area of outsourcing – application outsourcing, infrastructure outsourcing, or business process outsourcing
  • Client Relationship Management skills
  • Value Proposition skills
  • Negotiation skills
  • Proposal development skills
  • Master’s degree is preferred
  • Internal stakeholder engagement experience
  • Exceptional communication skills – verbal, written and presentation skills
  • Working in an Operations environment and average handling time.
  • Digital marketing experience an asset
  • Knowledge and understanding of Operational Excellence Leadership
  • Strategic thinking to drive service delivery
  • Service Quality Management
  • Ability to multi task across multiple contacts adding value to the business
  • Ability to work effectively cross organizationally and cross culturally
  • Ability to anticipate and react to frequently changing business climate, delivering results to continual deadline

An active security clearance or the ability to obtain one may be required for this role.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 

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).

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. 

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.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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