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 469,000 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.

 

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

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

A professional at this position level within Accenture has the following responsibilities:
Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.
Closely follows the strategic direction set by senior management when establishing near term goals.
Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach.
Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments.
Decisions have a major day to day impact on area of responsibility.
Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

 

The IT Service Management Manager is responsible for the operational service delivery to NADC clients, ensuring cohesive, high quality services are delivered. Activities include maintaining client satisfaction, achieving SLA, managing the SDM teams, implementing and improving the roles responsibilities, standard processes and tools driving operational efficiencies, and meeting all operational and financial commitments. The SDM Lead will bring and instill a can do approach to delivery, on a 24 x7 basis across all locations, while also helping to ensure scope and processes are also managed appropriately. The SDM will be responsible for maintaining relationships with the onsite client engagement teams, serving as an escalation point for engagement teams, and helping to grow business for the NADC.Key Responsibilities Internal single point of contact for NADC services and all client engagement teams Provide single point to senior management and escalation for any client delivery issues Provide detailed overall client status and health using monthly summary KPI RAG status report dashboard, highlighting any potential or current service issues identifying the appropriate actions to resolve Ensure all services are managed effectively including Client satisfaction.


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Qualifications

Basic Qualifications:

 

  • Minimum of 7 years of experience in the IT field.
  • Minimum of 7 years of experience in IT Operations.
  • Minimum of 7 years of experience leading coordinating and motivating group of technical operations staff .
  • Minimum of 7 years of experience with client relationship management.
  • Minimum of 7 years of experience in a customer service role.
  • Minimum of 7 years of experience working with exposure to the following technologies a. System administration Windows Unix Linux b. Networking telecommunications c. Database Administration.
  • Minimum of 7 years of experience inmanaging budget recovery of a cost center environment.

 

Professional Skill Requirements

Proven ability to build, manage and foster 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 communication (written and oral) and interpersonal skills Excellent leadership and management 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.

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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