Client Service Delivery Lead

Job description

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 425,000 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.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Job Description

The Client Service Delivery Lead empowers resources who commit to Client Service Team Service Delivery Team to work and agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope.

Key Responsibilities:

· Assign team resources to work on communicating allocated budget, schedule, macro approach and deliverables
· Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with appropriate quality
· Manage resources to achieve these assignments
· Track and create provide team status using standard templates and actively participate in appropriate internal and external status meetings
· Maintain team's work plan and or annual plan e.g. resource assignment changes, schedule changes, completion status etc.
· Approve team members time sheets, identify source of any variances and drive plans to correct the same
· Identify and manage issues and risks and act as an escalation point within the team
· Work with other delivery managers and project managers to ensure Client Service Team Service Delivery Team understands their accountabilities towards delivery and to work across the teams as needed
· For BPO, facilitate effective Management Operating System, ensuring timely reviews of process outcomes 3X3 metrics, Key Performance Indicators KPIs, Service Level Agreements SLA and improvement change initiatives
· Deep understanding and tracking of metrics Utilization, Capacity Planning, Forecasting, Productivity

Desired profile

Qualifications :

Basic Qualifications:

·  Minimum of 3 years' experience with Operations Management
Preferred Qualifications:
·  Managing Contact Center Operations and Operations Metrics

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 and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.