Field Service Technology Delivery Lead Manager

Accenture•Chicago, IL

11d

About The Position

Accenture Song is seeking a field service capability technology Delivery Lead to oversee the success of field service technology-focused Service Experience programs. The role is accountable for the client relationship, financials, project delivery, resourcing, and overall program health. It combines strategy, field service experience design, and technology architecture and delivery, and is suited to candidates with a consulting background. The Delivery Lead manages the end-to-end delivery lifecycle of complex, global, large-scale service solutions spanning customer channels and service-center back-office solutions. The role includes planning and estimating delivery work using Agile methods, managing onshore and offshore teams, shaping requirements and experience design, and supporting platform migration and global rollout strategy and execution. Travel is as required for client support. Primary residency must be within 90 minutes of an approved Accenture office.

Requirements

At least 5 years of experience leading successful delivery of field service platform architecture and delivery projects.
At least 5 years of experience delivering projects integrating one or more of the following: field service platform suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, or ServiceMax; service delivery enablement for field workers or third-party management; distributed service support networks; or AI-powered service operations.
At least 2 years of experience in a consulting environment, with a demonstrated record of continuing responsibility, creativity, and innovation on complex global-scale programs, such as multi-country, multi-language, or multi-brand programs.
Bachelor’s degree.
Primary residency within 90 minutes of an approved Accenture office.
Travel as required for client support.

Nice To Haves

Experience with Service Delivery Operations, including service centers, call centers, or field service operations.
At least 5 years of experience with both Waterfall and Agile SDLC, implementing large, complex websites, commerce applications, or marketing automation platforms.
Experience with service-channel experience design, implementation, and execution.
Experience defining, designing, and implementing development architecture leveraging CI/CD principles.
Strong knowledge of project management methodology, including developing detailed work plans and specifications, identifying and resolving issues, managing risk, and running team meetings.
Exceptionally strong leadership and communication skills to manage client accounts and multidisciplinary teams effectively.
Experience working with clients in the CMT (Communications, Media, Technology) space.

Responsibilities

Lead end-to-end delivery of complex, global, large-scale service solutions across customer channels and service-center back-office solutions.
Build strong working relationships with senior management and identify follow-on project opportunities.
Plan and estimate delivery work using an Agile approach, including milestones, onshore and offshore resourcing, scope, budget, risks, and mitigation plans.
Manage onshore and offshore project teams throughout the project lifecycle.
Manage project ideation, gather high-level business requirements, and define detailed requirements and processes as epics and stories.
Manage experience-led teams developing strategic vision and creative UI/UX design.
Contribute to development of platform migration and global rollout strategy and execution.
Work with client stakeholders on business justification, funding, scope, and timeline.
Contribute to the development of solution and program approaches, methodologies, techniques, business development tools, and organizational resources.