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Service Delivery Operations Senior Manager Public Sector


This is a Full-time position in San Antonio, TX posted March 20, 2021.

Job DescriptionAccenture is a leading global professional services company, providing a broad range of services 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 approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.The Service Delivery Operations Snior Manager will have large scale people management responsibilities, and will ensure execution of delivery work across multiple service delivery operations for Accenture’s growing public sector operations clients.Job Description* Drive optimization of delivery of standard solutions within areas of expertise* Lead service delivery strategy and execution* Deliver agreed scope of services while achieving profitability improvements and productive gains* Ensure the feasibility of the standard solutions and delivery of the same by leveraging Accenture’s full capabilities* Address performance issues across the service delivery operations, create operational approach and implement continuous improvement* Manage supply and demand, service quality and processes to meet delivery expectations* Implement the levers to consistently achieve performance targets such as JTIO, Six Sigma, operational excellence, etc.* Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program* Proactively improve client and customer relationships, while working with Client Account and Account Support the achievement of targets on contract controllable income CCI and cost to serve* Achieve year on year efficiencies in conjunction with the delivery service providers* Responsible for career management of service delivery operations resources (e.g. training, engagement, mentoring, succession planning and annual performance process)* Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, subcontractors* Manage recruiting, staffing, pyramid mix, utilization, cost-to-serve, and capacity of staff to optimize balance between cost and delivery targets* Deliver efficiencies through standard processes and synergies* Implement standard service level agreement (SLA) and other financial* Resolve performance issues with delivery leadership* Formalize delivery plans for the service delivery operations(s) with service group delivery leadership* May develop supplier/vendor/sub-contractor strategy for service delivery operations* May lead or support the design of new offerings or services for industry/functional/technical* May review and validate specific solution configuration/deal shaping, to ensure delivery capability will achieve client expectations. Work with delivery leadership to sign-off on the solutions.* Support sales opportunities and validate expected delivery capability* Partner with mobilization leadership to improve and execute service transition* Demonstrate expert knowledge of operational methodology to effectively deliver cross-functional, consistent, repeatable and high-performance process execution* Act as escalation point to address issues/concerns about service delivery (performance, personnel, etc.)* Consistently provide End to End value proposition, and demonstrate to Client’s how to apply our platform to our program* Engage with Client to align on program objectives, business drivers, and desired outcomes* Translate the Client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution* Responsible for multi-functional workstream budgets and managing cost within company targets* Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needsQualificationsBasic Qualifications:* Minimum of 10 years’ Service Delivery Operations Management experience* Minimum of 10 years’ experience in a people management rolePreferred Qualifications:* MBA, Bachelor’s or Master’s degree* Cost Management, Operational Excellence, Client Relationship Management, SLA Management experience* Excellent communication, organization/time management and problem-solving skills* Demonstrated ability to forge meaningful relationships with key Stakeholders* Demonstrated ability to lead successful change management efforts* Adaptable management style to conform to the varied corporate cultures and organizational structures of clients and internal organizationsEqual Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.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.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy StatementRequesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.Other Employment StatementsCandidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.