Operations Account Technology Lead, L7
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Song, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
Operations is one of four services–the others are Accenture Song, Technology and Strategy & Consulting
The Operations Account Technology Lead will support of one or more BPS (Business Process Services) contracts. Responsibilities are to oversee technology scope in accordance with contract, ensuring high-quality, issue free delivery, including oversight of major projects and programs; understand and maintain a complete view of technology used in support of the account, including technologies provided through other Accenture entities and 3rd parties; and deliver Best Practice technology solutions. This role will function as the primary liaison to the account team and client in the delivery of technology above and beyond standard support channels. The OATL will also ensure delivery of technology through established technology organizations and channels, bringing together the best of Accenture and our partners, in support of the account; support sales and account transformation and innovation initiatives to expand the technology footprint in support of business requirements (up-sell/cross-sell) by leveraging all Technology offerings and by creating plans to get the right people involved at the account to maximize the opportunity; drive profitability and continued success though managing service quality, cost and leadership of the people delivering services across projects / programs / portfolios of all scale; and drive and manage transformation and innovation in support of Accenture’s Rotation to The New and Journey to Intelligent Operations.
Technology Service Delivery
Ensure delivery of technology in accordance with contracts - E.g., SLAs, Security, Regulatory Compliance, Contract Deliverables
Provide oversight of tasks and deliverables across the tech team as needed, ensuring commitments are completed on time, with quality, and within budget. Manages escalations.
Manage technology budget across all IT groups to provide a consolidated financial view
Work with the Client Account Team to manage IT scope to client commitments
Serve as the initial point of contact for technology change requests, providing coordination for solutioning estimates and approvals
Serve as the interface to client IT leadership, helping to foster effective working relationships in support of the business.
Conduct periodic IT Service Reviews 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.
Drive continuous improvement to achieve expectations on delivery efficiency and effectiveness, balancing cost and quality
Achieve excellence in delivery by utilizing a strong foundation of processes, systems, measurements and controls which help deliver high performance consistently.
Support the achievement of contract controllable income (CCI) targets and cost-to-serve targets; deliver efficiencies through technology innovation, standard processes and synergies.
Support automation / RPA initiatives delivered in combination with other technology and business teams.
Drive and support transformational initiatives in support of Operations.
Interface with Account Executives (technology and business) and client executives when required, to provide strategic technology leadership and direction (especially related to technology innovation and its impact on the business functions being delivered)
Provide continuity of technology support, as OATL is engaged and accountable from sales opportunity to mobilization / transition and through contract run.
Assist Operations Account Lead and service delivery teams in identifying areas where technology efficiencies can be gained or where technology updates positively impact business process delivery results.
Understands cost drivers of the technology costs in the CTA / ODE and accountable for technology support teams achieving financial targets and goals
Work with Account Leadership during account planning sessions to better understand how technology can support the business and provide input on leveraging new technology offerings
Help reduce escalations through monitoring and analysis of technology incidents and risks
When needed, acts as an escalation point to the account, reducing impact by helping to navigate the incident through the various technology teams to engage the right resources to resolve the issue.
Work with technology delivery teams (including client) to ensure issues are not only corrected but ongoing updates and final RCAs are communicated in a concise and timely fashion
Plan, Deliver and Execute Project(s) and Program(s)
Oversee global technology initiatives and programs to success
Address major risks/issues impacting programs
Provide escalations support to ensure proper attention and removal of barriers
Support sales offerings to expand the Technology footprint at the account (up-sell / cross-sell) by leveraging all Technology offerings and by creating plans to get the right people involved at account to maximize the opportunity.
Manage Client Relationships
Develop and manage the client IT relationship
Lead delivery professionals around the globe helping them to understand client challenges and strategic opportunities.
Build and leverage deep understanding of the relevant market and industry to influence client strategies
Pursue and cultivate relationships within the client organization by exhibiting industry expertise and an ability to articulate client needs considering industry dynamics/drivers
Deliver Best-Practice Technology Solutions
Reach out and build relationships with BPS teams on innovation and transformational initiatives, such as Journey to Intelligent Operations, which may bring into scope additional tools and technologies.
Understand and translate customer needs in/to implementable business solutions to enable long term success
Lead or participate in presenting Accenture offerings / latest thinking to the client IT leadership – and bring the relevant experts to the client IT leadership and team as appropriate
Contribute to the development of technology thought leadership based upon client experience and market knowledge
Empower excellence in delivery seeing the unforeseen, delivering reliable, measurable, repeatable and predictable results with reduced risk and speed to market
Accountable for ensuring technology solutions represent current and future business requirements
Skills & Proficiencies:
Experienced IT professional and seasoned technologist
Strong technology acumen
Experience delivering in a fast pace, high growth and global environment
Excellent communication skills (written & verbal)
Ability to communicate well at executive levels, both written and verbally
Client facing / conversational skills
Desire / drive to proactively learn about new tools and technologies, client industries and business service processes, to stay current on what is being offered
Experience in proactively reaching out / working with leadership in different groups/teams to build positive relationship
Proven experience driving business outcomes
Understanding of the business processes specific to a client industry.
Business process functional background.
Extensive Service Management experience in IT business context - ITIL knowledge is highly advantageous for this role
Program/Project Management methodology experience is essential
High level financial, commercial, communication and negotiation skills
Ability to work remotely across global teams, autonomously and pro-actively
Demonstrate high level of gravitas and influencing skills
Ability to talk intelligently about how technology can positivity impact the business
Ability to frame the value technology helps the business realize
Minimum of 10 years of experience in technology management
Minimum of 5 years of experience managing programs, projects, and teams
Bachelor’s degree in computer science, computer information systems, engineering, business, or related field or equivalent experience
Experience working on business process outsourcing programs
Client delivery experience
Operations Support background
Technology infrastructure background
Technology Project Management
Security acumen and background
As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $73,764 - $170,100 and information on benefits offered is here.
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