Infrastructure Client Service Delivery Associate Manager (R00077110_Charlotte)
Are you passionate about helping businesses reinvent the foundation of their business? In today’s digital and cloud-based world, businesses perform only as well as their IT infrastructure. Help be part of the solution in designing processes, selecting and implementing strategic tools, and establishing AIOps capabilities that leverage analytics, automation and machine learning.
The Infrastructure Client Service Delivery Associate Manager is the single point of contact and accountability for service delivery operations and will have the following responsibilities:
Manages all service management activities on behalf of the delivery organization. Accountable for commitments made on behalf of Accenture to the client, including service level agreements, contract scope management, demand management & forecasting, and cost & profitability of service delivery.
Interacts with the Accenture Account Management team, IO Portfolio Lead, clients, delivery groups and Service Delivery teams responsible for delivering work to the client.
Leverages Service Delivery Managers (SDM) and towers leads to drive day-to-day operations, providing leadership, coaching and direction to delivery teams to ensure alignment with client and Accenture goals, expectations and commitments.
Manage service delivery across all locations where services are provided, such as client locations, Global Delivery Network (GDN) and non-GDN delivery centers, external providers etc.
Manage the delivery of agreed scope of service at agreed price
Ensure the feasibility of the solution and deliver the resolution by leveraging Accenture's full capabilities
Work with Account Management team to commit to client(s) on behalf of Delivery organization on SLA achievement demand plan and delivery schedule
Participate in strategic discussions with client and account team to provide outsourcing expertise
Manage to reduce costs of standard offerings, assets, processes, technologies, licenses, facilities and subcontractors
Work with delivery leaders to optimize delivery pyramid and mix and cost-to-serve including leveraging low-cost locations to optimize balance between cost and delivery targets
Deliver efficiencies through standard processes and synergies
Achieve defined SLA commitments and other financial/operational metrics
Escalate performance issues to Account Management team
Support sales opportunities and validate expected delivery capability
Estimation of new services/contracts and sign off on commitment to proposed SLA
Partner with Mobilization leadership and consistently execute standard services
Address supply demand gaps, confirm demand plan and delivery performance issues, communicate operational issues and continuous improvement ideas
Manage service quality, change orders and financial recovery plans within contract scope •
Work with appropriate delivery leaders to ensure resources are committed to deliver the work •
Manage the escalations between delivery, client and Account Management team
Participate in account planning and forecasting sessions within the Account Management team
Support the achievement of contract controllable income (CCI) targets and cost-to-serve targets
Achieve year on year efficiency gains in conjunction with delivery service providers
For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.
Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.Qualifications
A minimum of 7 years of IT Operations experience including experience with Infrastructure and/or Cloud technologies
A minimum of 5 years of experience leading, coordinating and motivating teams
A minimum of 5 years of experience with client relationship and expectation management, including financials and contract management
A minimum of 3 years of public cloud operations management experience (Azure, AWS, Google or Oracle cloud)
Bachelor's degree or equivalent (minimum 12 years work experience). If Associate’s Degree, must have equivalent minimum 6 year work experience.
As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $97,632 - $161,200 and [Register to View]
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
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Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
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Other Employment Statements
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.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
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