Service Delivery Management Senior Analyst

Accenture Atlanta , GA 30301

Posted 2 months ago

Job Description:

TRAVEL AT 50% Accountable for the delivery of ITIL Service Operations processes of Problem, Change, Configuration, Incident and Release Management. May specialize in the delivery of one of the processes, or provide management and coordination across multiple processes.

Requires a proactive approach to managing events such as an incident or a change, and supports a continuous improvement strategy in providing accurate recording of information and the related analysis of the events. Conduct monthly meetings with the client using the standard SDM monthly meeting agenda. Also, record meeting minutes and action items; plus post to client SharePoint folder.

Responsible for monitoring and delivering services against defined service descriptions and service levels. Implements and executes a day to day role, working closely with multiple domains on the development, maintenance and reporting of service catalogues, processes/procedures, and new technology/tools. Innovation- Document ways you have provided innovative recommendations to the client.

Can specialize in the execution of the processes above, or in the implementation of the processes into a service or unit. Requires the ability to apply processes, an understanding of technology and its interdependencies to the relevant client business, SLA requirements and key performance indicators (KPI's). Works closely with Service Delivery Managers, clients and unit to drive down costs to service whilst improving effectiveness of processes.

Responsible for the delivery of key performance indicators (KPI's) including client and management, leadership reporting and trending.

Performs a governing role ensuring the individual parts are mutually beneficial and demonstrates how they enhance the quality of IT services. Experts (SME's) will participate or lead client/unit projects, workshops, presentations and continuous improvement initiatives, developing and advising on industry standards and best practices. The senior positions will develop strategic improvements to both the deliverables of the processes and the development of the processes themselves.

Exists in Delivery Centers, responsible for a single or multiple clients, or direct client facing located on client sites. 100% attainment of monthly review of over/under recovery and documentation of reasons. Conduct Quarterly Cost optimization Workshops. Complete Change Orders for all Client Scope changes.

Recommend and Accept projects available to advance your career growth and solve business issues. Socialize with client teams IO initiatives and Projects. Manage Security Exceptions, Patching and Educate client teams (AO, BPO, etc) regarding Security Risk. Leverage success stories, recognition, skills improvements and capabilities to promote the ATCNA Cincinnati brand.

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Required skills: TRAVEL AT 50%. Minimum of 3-5 years direct client facing management and interaction.

Minimum of 3-5 years demonstrating communication skills and the ability to work in a team environment. Minimum of 2 years demonstrating Financial management qualifications Minimum of 3-5 years of Scope management and or contract management. Minimum of 3-5 years achieving the strategic direction set by senior management as it relates to team goals. Minimum 3-5 years having Primary upward interaction is with direct supervisor and expected to with peers and/or management levels at a client and/or within Accenture

Preferred skills: (1) ITIL experience, working with Incident, Change, and Problem Management(2) Experience with Demand Management(3) Experience managing external teams (vendors)(4) Experience Managing a virtual team (multiple locations)(5) Experience with Project Management (1) Communication Skills both written and verbal(2) Strong team player (3) Must be able to work with minimal direction (Self directed)

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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Service Delivery Management Senior Analyst