Accenture Contract Services Delivery Manager in Detroit, Michigan

Title: Contract Services Delivery Manager Location: USA-Midwest Other Locations: USA-Southwest Job Number: 00565256

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People 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.

Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.

Job Description

Delivery Leadership professionals deliver highly complex programs and projects using Accenture's standard delivery assets while responding to current client need and driving future business growth with potential clients. This includes developing and managing delivery contract relationships, managing the operational and financial performance of business contracts, and managing account delivery management teams.

A professional at this position level within Accenture has the following responsibilities:

Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.

Closely follows the strategic direction set by senior management when establishing near term goals.

Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach.

Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments.

Decisions have a major day to day impact on area of responsibility.

Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

The Service Delivery Manager SDM oversees the delivery of Service Management as a Service for multiple products with in SUS portfolio. The SDM possesses a good, broad technical understanding of the services being provided and the technologies being used. Displays leadership and authority with proven ability to lead others under pressure. Ensures that all of the client responsibilities occur in accordance with the statement of work and service level agreement with clients. Coordinates the delivery of services from the associated technical and service control teams, ensuring a cohesive, high quality operation. Manages numerous, complex projects requiring high level capabilities with minimal supervision. The SDM delivers a creative and demonstrable approach to the delivery of day to day service and projects, service vision, cost reduction and service increase initiatives. May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours. Identifies, documents, and reviews opportunities for team improvement in procedures processes standards to gain cost effectiveness and efficiency and executes implementation of improvements. The SDM utilizes reports to demonstrate service availability, performance, quality and evaluates customer feedback to develop quality improvement initiatives. The SDM is the single point of internal management and escalation for the given service, and the primary contact on that service. Demonstrates expert knowledge of processes and related technology to effectively perform responsibilities.


Basic Qualifications:

  • Minimum 8 years of experience in Operations or Delivery roles

  • Minimum 8 years of experience in Service Delivery operation in a large enterprise or outsourcing provider.

  • Minimum 8 years of experience in Service delivery management, client management or team Lead experience

  • Minimum 8 years of strong customer relationship management skills

  • Minimum 5 years of experience in ITIL understanding or v3 Foundation course specifically Service Transition, Service Operation and Continual Service Improvement.

Preferred Skills:

  • Excellent English oral and written communication skills with the ability to speak and write at executive and business levels

  • Ability to communicate at the client, senior leadership and business owners levels

  • The ability to manage Projects and Programs

  • Effective facilitator directing teams toward rapid resolution of complex issues

  • Strong people skills - negotiation, listening, with the ability to work effectively with all levels of the organization

  • Strong analytical, organization, multitasking and prioritization skills

  • Able to fulfill the required Work Type, Location and Hours requirements

Professional Skill Requirements

Proven ability to build, manage and foster a team-oriented environment Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment Excellent communication (written and oral) and interpersonal skills Excellent leadership and management skills

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

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.

Job: Program, Project & Service Mgmt