Service Delivery Operations Lead
LOCATIONS:
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, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 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.
In today’s business environment, growth isn’t just about building value—it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.
Operations is one of four services that make up one Accenture –the others are Strategy and Consulting, Interactive and Technology.
The Services Delivery Operations Lead will have the following responsibilities:
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/long term goals for client projects
Interact with senior management levels at client and within Accenture, including negotiating or influencing significant matters
Broad latitude in decision making and determining objectives and approaches to critical projects
Manage large teams and work efforts at client and Accenture locations
Monitor forecasted and actual service levels proactively to ensure noiseless delivery
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
Basic Qualifications
Minimum of 5 years of experience in a client facing role
Minimum of 5 years of team management experience managing a global team
Minimum of 5 years of experience with managing SLA and/or quality metrics
Preferred Qualifications
Bachelor’s degree
Experience designing, implementing, and running a digital advertising service and support model
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
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
Proven ability to build, manage and foster a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment
Excellent communication written and oral and interpersonal skills
Excellent leadership and management skills
Experience in developing establishing processes and enforcing adherence to processes policies
Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.
Ability to quickly become proficient in client processes and related systems
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.
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 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.
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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