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Accenture is a global management consulting, technology services and outsourcing company, with more than 305,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world's most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30 billion for the fiscal year ended Aug. 31, 2014. Its home page is http://www.accenture.com/.
Accenture Operations is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
BSS Service Management Specialist
Workplace: Warszawa
Nr Ref.: 00282530
Job Description:
- Required to support contract specific Service Management Lead in the delivery of Service Management function across defined area, incorporating the full scope of Service Management services: change management, incident/problem management, governance, satisfaction surveys, performance reporting, service definition framework.
- Required to perform delivery of defined key responsibilities independently with minimum managerial guidance
- Liaise with operational and client teams as required
Key Responsibilities - General:
- Works with contract specific Service Management Lead to ensure services are being provided for service management function on the contract
- Responsible for delivery of service management services in own responsibility for respective client to agreed deadlines/ quality standards
- Seek and reuse the Service Management standard process capabilities for governance, change management, incident and problem management, satisfaction surveys and performance reporting
- Support continuous improvement and organization development activities within Service Management and in specific contract operations
- Participate in ad hoc area or defined projects as required
Key responsibilities – Client specific:
- Support of Service Management Lead in coordination of changes / change management process with operations, Change Boards
- Preparing data and supporting Service Management Lead in coordinating Governance meetings
- Notification process for incidents
- Incident trending/problem management
- Review and analyse satisfaction surveys
- Support Service Management Lead in Service Definition Management
- Drive first draft of client facing reports to final approval
- Support amendment of metric gap and trending analysis based on client account knowledge
- Analyse operational reports and highlight points for Delivery Account Manager and service delivery
Education:
- Bachelor’s degree (or geography equivalent)– Business or technology preferred
Work Requirements:
- Partially flexible hours to accommodate global meeting times
Knowledge/Skills Requirements:
- Outsourcing experience preferably in process management and/or service delivery operations
- Supervisory experience
- Customer-centric focus
- Strong communication and organization skills
- Experience in Service Management processes and reporting on SLA metrics
- Project management experience
- Strong facilitation skills
- Adaptability to change
- Effective collaboration skills and experience
- Adept in working across a heavily matrixed organization
- Excellent English language skills – both written and verbal
Nice to have:
- ITIL Certifications
- Implementation Experience
- Operational Excellence background (e.g. Six Sigma)
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Challenging job in a professional and multinational environment
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Opportunity to gain broad analytical skills and experience, together with highly marketable specialist expertise in their chosen areas
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Dynamic working environment
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Attractive salary and benefits
Poznaj
Accenture Sp. z o.o.
Accenture jest globalną firmą świadczącą usługi z zakresu konsultingu, nowoczesnych technologii i outsourcingu. Ponad 281 tys. pracowników Accenture świadczy usługi swoim klientom z ponad 120 krajów świata. Łącząc niezrównane doświadczenie, doskonałą znajomość wszystkich branż i funkcji biznesowych oraz rozległą wiedzę z badań nad najlepszymi firmami na całym świecie, Accenture współpracuje ze swoimi klientami, aby pomóc im stać się wysokoefektywnym przedsiębiorstwem.
W roku finansowym zamkniętym 31 sierpnia 2013 roku, Accenture osiągnęło przychody netto sięgające 28,6 miliarda dolarów. Strona internetowa firmy to www.accenture.com.