Service Delivery Operations Lead

Job description

This Accenture team currently supports a Fortune 500 company in providing digital marketing support to it's SMB customer base. As the Accenture Operations Lead, you will be responsible for the service delivery performance of a number of Accenture teams . This will include driving performance against SLAs, resource planning and utilisation, encouraging best practice across the team, managing issues or risks and reporting to the Accenture and client team leads on a regular basis.
Core Responsibilities
* Manage day-to-day service delivery across 2 – 3 teams (30 – 45 individuals)
* Ensure performance against agreed SLAs
* Drive root cause analysis & associated action plans for under-performing markets
* Manage client interactions for cluster of teams
* Prepare & deliver weekly / monthly / quarterly business reviews to client counterpart
* Support resource planning and utilization
* Manage issues and risks for cluster of markets
* Drive innovation & continuous improvement agenda across the team
* Encourage industry best practice across the team.
* Attend Weekly/ Monthly service meetings as required.

Desired profile

Qualifications :

Basic Qualifications
* 3-4 years team management experience in an international environment
* Strong interpersonal skills
* Fluent and written English
* Compliance background advantageous
* Ability to work on own initiative while in a Team environment
* Excellent organisational & time management abilities
* Strong negotiation skills
* Analytical approach to problem solving
* Ability to establish and maintain key relationships across both Accenture and the Client's organisation
* Prior experience working in an environment of frequent change
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world's largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.