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.
 
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.
 
Job Description
 
The Service Delivery Operations Sr. Manager will be accountable for strategic and complex delivery of Service Delivery Operations (SDO) within a geography. Other responsibilities include:
  • Manage and own service quality, cost, and leadership of the people delivering service.
  • Manage financial targets and ensure that the work is delivered within budget.
  • Will be responsible for > 35 contracts in North America, growing @ > 60% and across 3 work forces (FTE,   Flex and Contractors) based out of the client locations.
  • The position is client facing and will play a key role in representing delivery in client conversations as locations are expanded across the in the US.


Accountabilities

  • Lead Service Delivery to Meet Financial and Operating Targets
  • Execute strategy to achieve defined cost improvement, quality and speed of service delivery objectives
  • Work with account teams to proactively address performance issues and drive programs/initiatives around cost recovery, operational excellence, continuous improvement and innovation initiatives for area of accountability
  • Participate in account quality review process with relevant stakeholders and engage appropriately in the Accenture Quality Assurance program
 
Grow the Business
  • Support sales opportunities, validate expected delivery capability, and sign off on commitment to proposed Service Level Agreement (SLAs)
  • Create and/or maintain client reference-ability through excellent service on the accounts within assigned scope
  • Participate in client site visits
 
 Develop Key Relationships
  • Cultivate business relationships with clients at the BU, Division and/or Country head levels
  • Proactively improve client and customer relationships in partnership with Accenture Operations Account leadership
  • Collaborate across Sales, Solution Development, Account Management, Delivery Excellence, and Innovation & Industrialization teams
 
Engage and Develop High Performing People
  • Lead the performance of a large team. Responsible for the successful performance of management-level personnel. Strong people development skills.
  • Manage supply and demand, service quality and talent management processes to meet delivery expectations and engage employees
  • Manage SDO team below the managing director level, setting the tone from the top for our people and sustaining Accenture's culture and value
  • Set the agenda for national Journey to Intelligent ops and cost to serve
  • Coordination point across all Accenture organizations
  • Drive program level resource planning and load balancing across the locations


Qualifications

Basic Qualifications:
  • Bachelor’s degree
  • 10 years of leadership experience including BPO
  • 10 years of client facing experience
  • 10 years of experience driving consistency of delivery across locations on similar programs
  • 10 years driving program level resource planning and load balancing across the locations
 
Preferred Qualifications:
  • Experience in the Software & Platform industry
 
Professional Skills Requirements:
  • Proven experience being accountable for noiseless client delivery across locations/stakeholder management
  • Able to act as the escalation point for matters needing to come to delivery management attention
  • Ability to drive strategic initiatives for a client
 
All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
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.
 

Equal Employment Opportunity Statement

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.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email.

Other Employment Statements

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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