Accenture is a company serving clients in more than 120 countries. Accenture collaborates with the leading and best recognizable companies, supporting them in the process of business transformation by delivering measurable outcomes through its five practices Strategy, Consulting, Digital, Technology and Operations. Its home page is www.accenture.com.
We are looking for Service Manager with experience of transformational Service Management change, who have familiarity of ITIL or other industry standard Service Management Frameworks, and may have skills across a range of activities including the design of IT Service Management processes, ITSM tool configuration and implementations, delivery of consulting engagements to plan, design, build and implement service management capabilities and IT processes for our clients.
- Manage Vendors Collaboration.
- Set the priority and alignment of the Service with the Client's day to day business requirements.
- Provide focus and accountability for end-to-end service context.
- Drives Change management process and execution plan.
- Manage Service budget.
- Report on the escalations to the Client (and reasons for such escalations) in respect of issues with other vendor.
- Identify and propose Continual Service Improvement Actions.
- Define „Push Left” (ability to reduce service request complexity) strategy
- Provide periodical status reporting.
- Define strategies to reduce Service request (SRQ) volume as well as reduce resolution time for SRQs.
- Allocate actions to remedy any Service failure or prevent reoccurrence of any Service failures.
- Close cooperation with the client (based in Cracow) and Delivery Center in Manila, Philippines.
- 10+ years of experience in Services Management is a must.
- DevOps and Agile fluency.
- Proven record in working in complex scenarios (multisite delivery, multi-vendor, high visibility for global stakeholders).
- Proven experience to drive continuous improvement approach for complex services.
- ITIL Services Management certification - will be an asset.
- Working understanding of software development and maintenance lifecycle.
- Fluency in English.
- Experience in client facing role.
- Good communication skills and analytical thinking.
- Offshore cooperation experience – will be an asset.
- Attitude and willingness to work in a long term assignment.
- Microsoft SharePoint IT Pro – will be an asset.
- Clearly defined career path and professional development in an international company.
- Career counseling, mentoring and support to help you achieve professional success and grow your career.
- Professional trainings, access to advanced knowledge bases and to advices of international experts.
- Opportunity to work with Global TOP Clients on large international projects.
- Friendly workplace environment, team bonding events, ability to participate in after work activities.
- Competitive benefits package: private healthcare, additional life insurances, lunch vouchers, sport packages, corporate credit card American Express Gold.