DE023821-PD-Service Delivery Ops Senior Manager

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POSITION TITLE: Service Delivery Ops Senior Manager
WORK SET UP: RTO

RESPONSIBILITIES:

Responsibilities
Manages whole Global Intercompany process

Supports high quality work through a positive environment
Monitors efficiency of Intercompany team with a focus on improvement
Ensures site meets performance objectives
Responsible for Intercompany financials including expenses, labor and facility costs
Maintains agreed service levels for Intercompany processProduces site scorecard metrics as needed by Client and Accenture leadership
Front line contact for Client operations for questions or issues surrounding service levels specific to Intercompany processIdentifies additional non-client specific training for staff to enhance skill sets among all levels
Remains current on risk management/insurance trends, client initiatives and other necessary topics
Assists in the creation of Performance Improvement Plans (PIPs) for staff not meeting expected production or quality targets
Creates incentive programs and performance awards
Proactively identifies and initiates processes that will improve client perception.
Serves as a mentor and role model for all unit employees
Coaches Intercompany team acclimate to Accenture culture and methodologiesShares ideas freely and openly to build a collaborative unit
Creates a Great Place to Work environment
Performs and/or manages special projects as approved for the client, under the direction of the Unit Lead
Ability to manage high level escalations- Mobilize appropriate resources
• Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution by leveraging Accenture’s full capabilities
• Improve client and customer relationships working with Client Account and Account Management Team leadership - Plan, deliver and execute project(s) and program(s)
• Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. ,client-site, delivery center)
• Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
• Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s) • Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies
• Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets Ability to manage high level escalations