Service Delivery Manager

Accenture Inc Chicago , IL 60602

Posted 3 months ago

Career Track: Client Delivery & Operations

Role: Service Delivery Manager

Location: New York, NY

The Services workforce is made up of four groups: Client Operations, Project Based, Delivery Centers and BPO Businesses. Most of our people in Services are based long-term at a client location, an Accenture Delivery Center or, in some cases, an Accenture office. This role is based in an Accenture office, with remote management, ability to work from home some days, and limited travel to regional offices.

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:

A qualified candidate will manage technical workstation, network and voice service-related operations for multiple offices in a 10K-person region for a 50K+-person organization. Assists with development and deployment of desktop technology strategy, developing innovative techniques to address technical support work volume and new technical challenges, transitioning from break-fix approach to a valued partner with the business. Manages region and US-level projects and strategy for one or more functional areas (such as Security, Demand Management, Operations, Strategy, Image Management, etc.) Oversees the work of regional IT and/or maintenance staff to ensure that all work is completed on time, within budget, and to client requirements. Responsible for designing and implementing improved process or operational policies and ensuring the sharing of best business practices within the region and across regions through peer collaboration. Recommends changes to products or services to fulfill customer needs. Manages local and remote subordinate staff in the day-to-day performance of their jobs. Ensures that project/department milestones/goals are met and adhering to approved budgets. Ensures that physical inventory levels are monitored and replenished as needed. Has full authority for personnel actions. Develops, maintains, implements, and champions department processes.

Core Competencies:

  • Thought-related:

  • Business insight understands the business objectives and how to impact them within our circle of influence

  • Strategic mindset thinks about how to innovate processes and solutions, rather than just doing things more efficiently or effectively

  • Digital savvy understands and can manage the impact of technology on the business

  • Manages complexity

  • Makes excellent quality decisions good judgment, and decisions consider all of the factors (short term, long term, business, people, situation, etc.)

  • Cultivates innovation in others fosters an environment of innovation in direct reports and peers

  • Self-related:

  • Situational adaptability adapts behavior and response to the situation, including with various levels of executives, customers, team members, etc.

  • Manages ambiguity able to lead and operate even when the vision/direction is unclear, or when given conflicting priorities

  • Courage able to step up and do what needs to be done, despite challenges

  • Composure

  • Ability to learn quickly

  • Resilience able to continually return to optimism and positive leadership despite multiple challenges and failures

  • People-related:

  • Drives vision and purpose both up and down the organization able to articulate the organization's vision and purpose to direct reports (motivational) and upper management (educational/informative/image management)

  • Organizational savvy knows how to get things done at Accenture

  • Values differences understands and knows how to get things done in an organization, respects and supports different perspectives and experiences

  • Persuasion able to influence others and a positive and motivational way up, down, and across the organization

  • Interpersonal savvy able to interact effectively with many types of interpersonal styles, and adapt personal style to match that of the other person up, down, and across the organization

  • Results-related:

  • Drives results able to keep the end in mind and drive team members to achieve the goals (SLAs/KPIs/project goals, etc.)

  • Ensures accountability able to keep track of various commitments and hold people to meeting them

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