Field Service Technology Delivery Lead Manager

Accenture•Scottsdale, AZ

40d

About The Position

We are looking for a highly effective field service capability technology Delivery Lead to join our Song team. An individual filling this role will be responsible for the overall success of field service technology focused Service Experience programs, focusing on the client relationship, financials, project delivery, resourcing, and overall program health. Ideal candidates will have a consulting background and will have experience managing programs that combine strategy, field service experience design, and technology architecture & delivery disciplines. The work: Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex, global and large-scale Service solutions crossing customer channels and service center Backoffice service solutions. Develops strong working relationships with the senior management team and identifies follow-on project opportunities Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning Manages day to day on-shore and off-shore project teams during the project lifecycle Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories Manages experience-led teams in developing strategic vision and creative UI/UX design Manages and contributes to development of the platform migration and global roll out strategy and execution Interacts with client stakeholders for business justification, funding, scope and timeline Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources

Requirements

Minimum 7+ years of experience leading the successful delivery of Field Service platform architecture and delivery projects
Minimum 7+ years of experience delivering projects which have integrated one or more of the functional capabilities listed below: Field service platform suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, ServiceMax
Service Delivery enablement (field worker, 3rd party management)
Distributed Service support networks
AI powered service operations

Nice To Haves

Experience with Service Delivery Operations (Service Center, Call Center, Field Service Operations)
Minimum 5 years of experience with both Waterfall and Agile SDLC, implementing large, complex web sites, commerce applications or marketing automation platforms.
Experience with Service channel experience design, implementation and execution
Experience with defining, designing and implementing a development architecture leveraging CI/CD principles
Strong knowledge of project management methodology including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings
Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams
Experience in a consulting environment with demonstrated track record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)
Experience working with clients in the CMT (Communications, Media, Technology) space
Bachelor's degree

Responsibilities

Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex, global and large-scale Service solutions crossing customer channels and service center Backoffice service solutions.
Develops strong working relationships with the senior management team and identifies follow-on project opportunities
Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning
Manages day to day on-shore and off-shore project teams during the project lifecycle
Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
Manages experience-led teams in developing strategic vision and creative UI/UX design
Manages and contributes to development of the platform migration and global roll out strategy and execution
Interacts with client stakeholders for business justification, funding, scope and timeline
Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources

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