Operations Service Delivery Lead Manager

Delivery Lead Manager

Skill required: Marketing Operations - Operations Management
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
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, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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
What would you do? The Operations Service Delivery Lead is the professional responsible for coordinating the delivery of services to key enterprise customers and includes developing and executing activities related to end-to-end project management, as well as monitoring, managing and reporting on execution of deliverables. Extensive experience in a multinational environment managing and working within Business Excellence frameworks or with service delivery is required General Duties and Responsibilities Assists or leads in developing supplier/vendor/sub-contractor strategy for service delivery operations. Awareness of CX products Understand and implement tools which would lead to efficiency gains Manage recruiting, staffing, pyramid mix, utilization and capacity of staff to optimize balance between cost and delivery targets. Resolve performance issues with delivery leadership. Responsible for improving delivery and both supporting and assisting in the creation of strategic initiatives for clients partnering with the different teams within Accenture. Formalize delivery plans for the service delivery operations(s) with service group delivery leadership. Ensure execution of delivery work across one or more service delivery operations. Deliver efficiencies through standard processes and synergies. Manage supply and demand, service quality and processes to meet delivery expectations, always looking for methods of improvement. Proactively improve client and customer relationships through extensive contact, while working with Client Account and Account Delivery Team leadership. Deliver agreed scope of services while achieving profitability improvements and productive gains. Manage and reduce costs on standard offerings, assets, technologies, licenses and facilities. Implement standard service level agreement (SLA) and other financial/operational metrics. Support the achievement of targets on contract controllable income (CCI) and cost-to-serve. Support estimate at completion (EAC) adjustments (if required).
What are we looking for? Achieve year on year efficiencies in conjunction with the delivery service providers. Designs and drives Program/Capability ownership, Stakeholder management and collaboration. Ensuring customer satisfaction by acting as the escalation point for any problems or concerns from project and delivery managers, as well as clients •Responsible for all services including incident and change management. Drive optimization of delivery of standard solutions within area(s) of expertise. Address performance issues across the service delivery operations, create operational approach and implement continuous improvement. Implement the levers to consistently achieve performance targets such as Six Sigma, operational excellence, etc. Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program. Review and validate the standard solutions/models for new deals, and take responsibility for their successful execution/completion. Tracking duties and deliverables from several project managers and their respective projects. Responsible for career management of service delivery operations staff (training, engagement, mentoring, succession planning and annual performance process). Lead service delivery strategy and execution. Act as subject matter expert supporting teams and applying deep expertise and knowledge. •Must have Skills Fluent in oral and written English skills (will have direct contact with clients). Proven leadership skills. Ability to motivate others to achieve goals and deadlines. Conflict resolution and negotiation skills to balance customer s needs and goals with company s strategies and goals. Skilled at delegating tasks to others. Generation of clear and functional reports for both supervisors and peers (both technical and non-technical). At least 10 years of experience leading Software Development with emphasis in web / front-end technology based delivery. Expertise in Digital Content Publishing. Extensive experience working with global teams and offshore/nearshore production •
Roles and Responsibilities: •In this role you are required to identify and assess complex problems for area of responsibility • The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors • Requires adherence to strategic direction set by senior management when establishing near-term goals • Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach • Some latitude in decision-making in involved • you will act independently to determine methods and procedures on new assignments • Decisions individual at this role makes have a major day to day impact on area of responsibility • The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts At least 15 years of experience in Client Management and relationship-building. The ability to lead a complex project/program in which new services/tools are used or created. Recognize issues and opportunities and initiate proper action to solve or take advantage of them. Monitor and devise methods of improvement for overall performance and services. Review and contribute to creation of financial reports and supporting documentation for funders as outlined in funding agreements by projects. Ensure operations teams are aware of expectative and business needs •Assure successful service delivery - SLA achievement and high level of customer satisfaction. Collaborate with Sr. management to create strategies for improved client account management as well as growth and other opportunities. Working with the client and operations teams to identify and manage service improvement activities. Good to have Skills Certified in PMP, Agile, Scrum, Six Sigma