Service Delivery Ops Associate Manager
Accenture
5 - 10 years
Mumbai
Posted: 25/01/2025
Job Description
Designation: Service Delivery Ops Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Manage and improvise NGCO Support Desk teams on profitability and budgets through scope management, monitoring forecast and production hours, managing costing based on contracted terms and ensuring timely client deliverables, with an objective of achieving profitability with optimum utilization of capacity and by increasing revenue and reducing cost, in line with the service level agreement of business deliverables. Achieve high degree of client satisfaction through execution & delivery of business action plans independently Improve the quality of services and increase efficiency, be involved in time / effort estimates Manage NGCO Support Desk teams on cost adherence and variance / deviations and revenue projections. Manage customer expectations - response time and attitude. Anticipate client side bottlenecks in plan execution and propose solutions to clients or production teams in advance through effective communication. Demonstrates capability of managing multiple NGCO Support Desk teams independently. Manage multifunctional teams and build a conducive work atmosphere. Secure assets, conduct review meetings and obtain and document feedback to ensure timely completion of Performance Achievement process. Generate cross selling and up-selling opportunities, and building sales leads through a regular process. Leading and developing a team of Specialists, Senior Analysts and Analysts, along with a span of 70-75 team members in NGCO Support Desk by embodying Accenture Core Values. Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other initiatives as required Identify system and process improvement opportunities which will directly influence the client experience Work closely with the support function teams to ensure continuously enhancement in quality of service delivery to the clients via automation and artificial intelligence. Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own team/project. Manage and contribute in the Gen 4 Innovation and Continuous improvement processes for teams and overall business. Interface with client and client account management teams on status updates recommendations and issue resolution. Serve as a point of contact for escalations on complex problems
What are we looking for? •Customer Service •Customer Service Management •Adaptable and flexible •Problem-solving skills •Agility for quick learning •Written and verbal communication
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures • The person requires understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor or team leads • Generally interacts with peers and/or management levels at a client and/or within Accenture • The person should require minimal guidance when determining methods and procedures on new assignments • Decisions often impact the team in which they reside and occasionally impact other teams • Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shiftsAny Graduation
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
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.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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