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and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world’s largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Accenture Operations is one of Accenture key capabilities dedicated to 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.
The Service Delivery Manager is the key focal point for client activity across Service Delivery Operations managing the delivery of the contract scope, acting as a single point of contact for the Account Management teams to Delivery organization.
The SDM co-ordinates the delivery of services from the associated technical and service teams, ensuring a cohesive, high quality service is delivered to the end client. Utilizing standard and agreed reporting and metrics, such as major incident reports (MIR), key performance indicators (KPI) and capacity management.
The SDM delivers a creative and demonstrable approach to the delivery of both day to day service and projects, with cost down and service up as the critical success measures. The SDM is responsible for ensuring that the SLA / OLA is met or exceeded and that the required service reports are produced and are presented to the client.The SDM will utilize reports to demonstrably reduce cost and improve service level.
The SDM will have a detailed knowledge of the service scope; ensuring out-of-scope work is costed and escalated.
- Provide single point of management and escalation for delivery teams on the service
- Chair regular team meetings with service leads from each domain
- Incident & Problems for period
- Risk Review
- Outstanding MIR & root cause elimination plans
- Service trends
- Project status and planning
- Continuous improvement plan
- Man time cost review
- Co-ordinate the delivery of the service across all delivery domains by assisting with planning, prioritizing activities, and obtaining guidance from the Service Owner
- Service expert /reference for senior management & customers
- Scope of service & related metrics & SLA
- Technologies used
- Risks & opportunities
- Manage the delivery Risk Register, ensuring appropriate owner, senior approval & review of ‘accepted’ risk
- Support the Change advisory board (CAB) ensuring changes for the account are accurately explained, risk assessed and authorized
- Create, agree & maintain DR process for the account (appropriate to cost available)
- Recognize the business impact of service quality issues and manage resolution to customer satisfaction
- Translate business requirements / concepts into technical requirements and specifications
- Assess account delivery against all aspects of ITIL service management. Ensure Service Integrity is maintained through appropriate logical and physical security controls, demonstrate appropriate audit adherence
- Manage supply of services from 3rd party
- Identify out-of-scope requests and co-ordinate cost and time estimates for Service owner to present to the client
- Oversee appropriate capacity management ensuring there is no unexpected impact to the service due to growth
- Manage resource actuals to agreed Service Owner plan
- Degree in IT or related technical subject
- Significant experience in IT Systems Management or IT Project Management in a highly delivery focused role with a significant infrastructure content
- Experience in Service Delivery Management in a large enterprise or outsourcing provider
- Good, broad technical understanding of the services being provided and the technologies being used.
- Escalated major incident management
- Ability to recognize and act upon opportunities for chargeable work
- Contract administration
- SLA management
- Understanding of QA processes
- Strong written communication skills – reports, business cases, etc.
- Good organizational skills
- Good interpersonal skills
- French language would be an advantage
- Location: all Poland – after the trial period possibility to work partly from home ('home office') – or locally at the Warsaw office
- Opportunity to work for the most recognized brands in the world among such areas as: FMCG, airlines, banks, finance, insurance and tourism
- Benefits package, including private medical care, lunch vouchers, sport club card
- Training package on various technologies and possibility to gain a certification
- Paid overtime and on-calls
- International teams and multilingual environment
- Access to the latest high-tech solutions and opportunity to specialize in other technologies
- Ability to learn from the best IT experts on the market
- Possibility to work on international projects abroad (USA, Germany, France, UK)
- Tools: laptop, smartphone
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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.