Accenture Service Delivery Operations Manager in Salt Lake City, Utah

Title: Service Delivery Operations Manager Location: USA-Southwest Job Number: 00523903

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.

Key Responsibilities:

  • Responsible for building a personal relationship with key client staff

  • Successful service delivery, SLA achievement and high level of customer satisfaction

  • Monitoring overall performance of services

  • Good communication around issues and opportunities

  • Collaborating with senior management on client account management and growth

  • Ensuring operations teams are aware of changes and are prepared

  • Building service reports Service reporting and sponsoring service delivery meetings

  • Pulling in additional resources when needed e.g. specialist teams or people for specific issues opportunities

  • Removing all obstacles to customer satisfaction and or financial performance

  • Communicating across organizational boundaries from engineers through to senior managers 3rd party management responsibilities

  • Looking out for client long term interests Following up if service delivery is not meeting expectations Mapping clients requirements and coordinating in developing and implementing processes in line with pre set guidelines

  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

  • Generating MIS reports dashboards with a view to appraise management of the process operations and assist in critical decision making process

  • Conducting Governance checkpoints and status meetings

  • Creating awareness on driving projects, process improvement strategy methodology and ensuring maximum operational efficiency

  • Administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures

  • Establishing process controls to ensure all SLA s and KPI s are consistently met


Basic Qualifications:

  • Minimum of 6 years of Team management supervisory experience

  • Minimum of 6 years of Client Management in an Operations Delivery environment

Preferred Qualifications:

  • Bachelor’s degree

  • Process Improvement Experience

  • Bilingual

  • Six sigma or lean certification

Professional Skills Requirements:

  • Ability to work in a fast paced and deadline driven environment

  • Proactive with a strong work ethic and eagerness to go the extra mile for self and with team Resourcefulness and creative thinking

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 and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Job: Portfolio & Delivery Management