Service Delivery Manager

Accenture • Dallas, TX

14d • Onsite

About The Position

The Service Delivery Manager is responsible for one program site location with daily supervision of Team Leads and a team (e.g. delivery, process of direct reports). Key Responsibilities: Manage workload of the onsite operation, may make work assignments and have responsibility for developing Team Leads and other direct reports May be the escalation point for issue resolution, personnel matters, operation management and communications with internal and external stakeholders Manage effective internal and external client relationships, reporting and deliverables to the Account Manager, and additional administrative oversight (i.e. financial management processes and reporting duties) Exercise consistent judgment and discretion with work directly related to management policies and the general operations of the business Lead delivery governance, performance reviews, and escalation management Act as senior escalation point for delivery and execution related risks Partner with client and account stakeholders based in the US to align priorities and expectations Represent delivery leadership in client governance forums and reviews Build and maintain trusted relationships with senior client stakeholders Oversee delivery execution across multiple offshore locations and time zones Align onshore expectations with offshore delivery outcomes Support transitions, ramp ups, and onboarding of new work Oversee delivery financials including revenue, cost, and productivity Support commercial and delivery model discussions including production hours initiatives Support near term and pipeline growth in priority areas such as Gemini Drive operational readiness for new and expanding programs Collaborate with cross service group teams on transformation initiatives Enable process, tooling, and delivery model improvements Provide leadership to delivery leads and managers across regions Build leadership bench strength and succession plans Foster a culture of accountability, collaboration, and performance

Requirements

• Minimum 4 years’ experience in delivery operations
• Minimum 3 years’ experience managing and/or developing teams

Nice To Haves

• Network operations experience
• Bachelor’s Degree
• Extensive experience leading large scale global delivery operations
• Proven experience managing senior clients and internal stakeholders
• Strong financial acumen across revenue, cost, and delivery performance
• Experience managing delivery across multiple geographies and time zones
• Proficient in MS Office, Google Suite
• Experience with social media, content moderation
• Advanced analytical and problem-solving skills
• Mature and trustworthy, with an understanding of and appreciation for the importance of confidentiality
• Self-starter able to complete work and meet deadlines with little to no oversight
• Experience operating within large and complex client portfolios
• Exposure to evolving commercial models and delivery constructs
• Experience driving operational transformation initiatives
• Delivery leadership and execution discipline
• Client relationship and stakeholder management
• Strong judgment and problem-solving skills
• Financial awareness and commercial acumen
• Ability to operate effectively in highly complex environments

Responsibilities

• Manage workload of the onsite operation, may make work assignments and have responsibility for developing Team Leads and other direct reports
• May be the escalation point for issue resolution, personnel matters, operation management and communications with internal and external stakeholders
• Manage effective internal and external client relationships, reporting and deliverables to the Account Manager, and additional administrative oversight (i.e. financial management processes and reporting duties)
• Exercise consistent judgment and discretion with work directly related to management policies and the general operations of the business
• Lead delivery governance, performance reviews, and escalation management
• Act as senior escalation point for delivery and execution related risks
• Partner with client and account stakeholders based in the US to align priorities and expectations
• Represent delivery leadership in client governance forums and reviews
• Build and maintain trusted relationships with senior client stakeholders
• Oversee delivery execution across multiple offshore locations and time zones
• Align onshore expectations with offshore delivery outcomes
• Support transitions, ramp ups, and onboarding of new work
• Oversee delivery financials including revenue, cost, and productivity
• Support commercial and delivery model discussions including production hours initiatives
• Support near term and pipeline growth in priority areas such as Gemini
• Drive operational readiness for new and expanding programs
• Collaborate with cross service group teams on transformation initiatives
• Enable process, tooling, and delivery model improvements
• Provide leadership to delivery leads and managers across regions
• Build leadership bench strength and succession plans
• Foster a culture of accountability, collaboration, and performance

Benefits

• Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level