Service Delivery Ops Specialist
Accenture
5 - 10 years
Mumbai
Posted: 25/01/2025
Job Description
Designation: Service Delivery Ops Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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? Will be responsible for the delivery of Support Desk function for the client. Should have sound knowledge about the function of NGCO Helpdesk and will be accountable for the client satisfaction and employees under his process. Operations Management- Participate in the establishment and development of the operation, leveraging previous Operations experience in order to provide a differentiated service. Ensure delivery of commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.) to agreed SLA’s on a daily basis. Implement process improvements, initiate and design business process excellence improvements and drive Automation and AI opportunities. Demonstrate, and seeks to deepen, awareness of business / industry issues and drivers Procedural and Organization Design . Design and implement the procedures and principles for how the team will operate on a daily basis. Implement the necessary reporting and governance arrangements to ensure effective management controls are established to oversee the operation. Work with the Accenture Business Lead / Mobilization team to define the detailed procedures and approach for migrating and transitioning helpdesk operations from the client’s business units to India DCs. Identification and implementation of procedural and policy improvements on an ongoing basis in order to deliver differentiated levels of service. Team Management - Lead and manage the operations team Accountable for contribution of team in terms of delivery to deadlines /quality standards Allocate resources and responsibilities within team to deliver business results. Evaluate direct reports and may review the evaluations / development plans of others Responsible for staff development Staff planning to meet service requirements and involvement in recruitment process as necessary Ensures team members acquire necessary skills and performance attributes, in line with business and personal development needs Deal with any daily staffing issues Client Service . Client Management- Accountable for ongoing management of effective client service relationship within own area of responsibility, by acting as focal point of contact with senior client representatives. This includes Accenture internal stakeholders. Attending customer supplier meetings with client executives & senior managers reporting on delivery against SLA’s and ongoing operational matters Provide performance reports to Accenture / Client.
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 • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor • May interact with peers and/or management levels at a client and/or within Accenture • Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside • Individual would manage small 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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