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 Service Delivery Ops Sr. Manager will be responsible to building a personal relationship with key client staff, providing successful service delivery, achieving SLAs and high level of customer satisfaction, along with monitoring overall performance of services.
Serve as the primary client contact for service level or other contracted metrics and take responsibility for issue resolution.
Involved in setting strategic direction and establishing short and long-term goals for client projects.
Interact with senior management at client and within Accenture across locations, including negotiating or influencing significant matters.
Broad latitude in decision making and determining objectives and approaches to critical projects.
Manage large global teams and work efforts at client and Accenture locations.
Monitor forecasted and actual service levels proactively to ensure noiseless delivery.
Assume responsibility for oversight of planning of financials.
Oversee processes and establish best practices, policies, and guidelines as well as being able to take initiative in adapting these to ever changing organizational needs.
Drive organizational changes globally.
Key contact point to work with other internal Accenture functions.
Escalation point for all verticals.
Drive Insights, innovation governance and issue risk management.
Drive process changes and provide regular updates as per client reporting requirements.
Resource management and people development.
Minimum of 5 years of team management experience in an operations delivery environment
Minimum of 5 years of experience in a client facing role
Experience designing, implementing, and running service and support model
Experience in process improvement and/or change management experience
Experience in the social media industry
Content moderation experience
Outsourcing operations experience
Experience leading a global team
Experience with workforce management tools or systems
Professional Skills Requirements:
Experience managing SLA and quality metrics
Strong customer service focus
Ability to manage a large team to include management of supervisory personnel
Ability to convert opportunities into solutions
Ability to work in a fast paced and deadline driven environment
As required by Colorado law under the Equal Pay for Equal Work Act, Accenture provides a reasonable range of 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 $157,900- 196,600.00 and information on benefits offered is here.
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Our more than 600,000 people in more than 120 countries, combine unmatched experience and specialized skills across more than 40 industries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.