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POSITION TITLE: Service Delivery Ops Lead Manager
WORK SETUP: Return to Office
Overall Purpose
The Service Delivery Ops Manager plays a vital role in creating long term customer relationships, acting as the bridge between the client, internal and external stakeholders and our operational delivery teams.
Responsibilities
- Plan, deliver and execute project(s) and program(s)
- Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center)
- Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
- Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
- Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies
- Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets
- Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution by leveraging Accenture's full capabilities
Others
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Taguig Uptown Bonifacio Tower 3
Qualifications
SKILL AND QUALIFICATIONS:
- Standard SDL profile; no domain
- 8 to 12 years of solid experience; 5 to 10 years of supervisory experience
- People management experience leading a team of at least 200 people
