Service Delivery Manager

Job Description:

Responsibility:
• Participate and help drive the account and portfolio’s transformation journey (Journey to Intelligent Operations, other such initiatives…)
• Coordinate with client Director and C-Level executives to align Accenture and client dependencies and milestones
• Responsible for ensuring the overall Operations enabled provides required savings and committed business outcomes.
• Responsible for value definition and realization plan
• Manage overall Operations enablement for the program, including close coordination with resources in Operations, Business Transformation and Insights and Intelligence teams.
• Accountable for overall Operations risk and issue resolution management from Accenture
• Identify risks early and avoid client escalations
• Manage client escalations where unavoidable - assign appropriate resources, maintain the right communication channels right Accenture and client leadership on status updates, and drive to closure

• Strong domain experience in one or more areas such as Insurance, Contact Centers, Financial Services, etc.
• Experience and thorough understanding of Quality, WFM, Business Intelligence practices and ability to translate into meaningful solutions
• Experience leading large / complex process and Operations transformation programs
• Well-developed risk analysis and mitigation skills
• Demonstrated ability to build and lead virtual teams
• Proactive issue/conflict identification and resolution ability
• Strong problem-solving skills
• Ability to communicate with Director and client executives effectively
• Proven client facing skills
• People management with demonstrated ability to build and lead virtual teams
• Experience performing formal quality assurance reviews
• Extensive experience managing programs, projects, and teams
• Previous experience working on complex transformation programs
• Experience analyzing issues and risks and work through approach and strategy to resolve or mitigate