Field Service Technology Delivery Lead Manager

Accenture • Chicago, IL

25d

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.

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
• 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
• 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.

Nice To Haves

• Experience with Service Delivery Operations (Service Center, Call Center, Field Service Operations)

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees