Accenture is a leader in cloud transformations working with AWS, Azure, Google, and private clouds such as VMWare. The formation of Accenture Cloud First, with a $3 billion investment over three years, demonstrates our commitment to deliver greater value to our clients when they need it most. Our Cloud First multi-service group of more than 70,000 cloud professionals delivers a full stack of integrated cloud capabilities across data, edge, integrated infrastructure and applications, deep ecosystem skills, culture of change along with a deep industry expertise to shape, move, build and operate our clients’ businesses in the cloud. To accelerate our clients’ transformation leveraging cloud, we combine world-class learning and talent development expertise; deep experience in cloud change management; and cloud-ready operating models with a commitment to responsible business by design — with security, data privacy, responsible use of artificial intelligence, sustainability and ethics and compliance built into the fundamental changes Accenture helps companies achieve. Our services cover the full spectrum of client needs, from strategy to service management, device-to-cloud networks, workplace solutions, and more.
Today, more than ever, companies need to operate and compete at an unprecedented speed and scale as industries are reshaping beneath them. This means innovating faster, creating new revenue streams, deriving more insights from data – and from the edge – and interacting differently with their customers, partners, and employees. Choose Accenture and make delivering this kind of innovative work part of your extraordinary career.
A Contract Service Delivery Manager that functions as a single point of contact for the Account Management teams to Delivery organization. In organizations with this Role, the Contract Service Delivery Manager executes all service management activities on behalf of the Delivery organization and is accountable for commitments made on behalf of the Delivery organization to the client(s) supported, including service level agreement (SLA), demand plan and cost of delivery.
Act as the senior client contact representing all applicable product disciplines and facilitates the escalation of client queries and issue resolution. Responsible for identifying and addressing service issues as and when they arise.
Responsible for building / maintaining a solid client governance framework which includes standing Client Service Reviews, Service Level Descriptions and Key Performance Indicators (KPIs).
Help solicit scorecards and surveys from clients. Responsible for working internally with partners to help remediate any servicing gaps identified.
Coordinate Due Diligence visits across all business units, in addition to the completion of Due Diligence Questionnaires.
Partnering with Relationship Manager(s) and ensures issues are communicated and escalated in a timely manner both internally and directly with the client(s).
Responsible for overall project planning for key clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting their respective deliverables and timelines.
Review, approve and ensure the timely publication of monthly reporting to consultants / clients including calculating KPI levels. Monitors performance against SLAs.
Consistently display a balanced, cross-functional perspective, liaising with the rest of the business to improve efficiency, effectiveness and productivity.
Models client service excellence while providing context to operational partners for the work they do and how this impacts the functioning of our clients' front office in terms of support to PMs, sales and marketing and clients' end investors.
For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.
Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.
What You’ll Need:
Minimum of 10 years of relevant industry experience
Expert in handling various technical teams such as cloud, datacenter, app, database, network, etc acquired through related work experience is required to manage overall client service.
Proficiency in leading both physical and virtual teams in a diverse and large-scale environment with 24/7 support model.
Exceptional customer-facing skills, In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Mastery of ITIL (Information Technology Infrastructure Library), Agile and Scrum principles
Strong organizational skills, resource planning and expertise in people management and leadership
Readiness to demonstrate leadership DNA of an organization
Excellent verbal and written communication skills
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)
Bonus if you have experience in:
Client Relationship Management
Operating Level Agreement
Quality Process and Improvement
Service Change Management
Service Level Agreement (SLA) Management
Standard Delivery Solution (SDS) Acumen – BPO Only
Contract Compliance Execution
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 $132,700-$197,900 and information on benefits offered is here.
The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.
Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
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 for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
Other Employment Statements
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.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
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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