Service Delivery Lead

Accenture•San Antonio, TX

2d•Onsite

About The Position

The Service Delivery Lead ensures project level performance against SLAs and KPIs including metric reporting on team performance. Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders Coach, performance development, mentoring, and general career counselling for team leads Ensure results with the highest possible standard of quality and delivery Deliver on hiring requirements and managing attrition for the regional delivery center Drive insights gathering from team members to improve quality and processes Work within multiple teams across both Accenture and our client to execute and deliver Develop a culture of continuous improvement across the teams in the global delivery network Lead and develop global initiatives Manage and eliminate service delivery issues in a timely and proactive manner Manage supply and demand, service quality and processes to meet delivery expectations Implement the levers to consistently achieve performance targets Role Requirements: This is an onsite in San Antonio, TX Must be flexible to work any shift between 6:00 am – 12:00 am CT including weekends and holidays The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion

Requirements

Minimum of 3 years’ team management experience
Minimum of 1 year of experience working in a customer support environment
This is an onsite in San Antonio, TX
Must be flexible to work any shift between 6:00 am – 12:00 am CT including weekends and holidays
The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion

Nice To Haves

Ability to follow the strategic direction set by senior management when establishing near term goals
Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information
Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impacted manner

Responsibilities

Ensures project level performance against SLAs and KPIs including metric reporting on team performance
Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders
Coach, performance development, mentoring, and general career counselling for team leads
Ensure results with the highest possible standard of quality and delivery
Deliver on hiring requirements and managing attrition for the regional delivery center
Drive insights gathering from team members to improve quality and processes
Work within multiple teams across both Accenture and our client to execute and deliver
Develop a culture of continuous improvement across the teams in the global delivery network
Lead and develop global initiatives
Manage and eliminate service delivery issues in a timely and proactive manner
Manage supply and demand, service quality and processes to meet delivery expectations
Implement the levers to consistently achieve performance targets