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This position is within Accenture's Services workforce. This 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, help desk services and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our client's move ahead of the competition.
Application Outsourcing Service Delivery Manager - The Service Delivery Team Manager manages the work of more than one delivery or process team through others (e.g., team leads, external teams or vendors).
The Service Delivery Team Manager agrees on deliverables, budget, schedule, dependencies, service levels, operating metrics and scope for a Service Delivery Team. They assign resources and are ultimately accountable to ensure their team or extended team creates deliverables on budget, on schedule and with the appropriate quality. The job requires interfacing with Contract Service Management Leads, Project Managers and the Service Delivery Team.
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. Utilising standard and agreed reporting and metrics, such as MIRs, KPIs 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 role requires that appropriate technical knowledge must be maintained to ensure the SDM delivers value add to technical diagnosis and project planning.
The SDM is responsible for ensuring that all SLAs are met or exceeded and that the required service reports are produced and are suitable to present to the client - this includes (but is not confined to) MIRs, Service Performance Reports and Capacity Management Reports. The SDM will utilise 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
- Significant experience in IT Systems Management or IT Project Management in a highly delivery focussed role with a significant infrastructure content.
- Experience in Service Delivery Management in a large enterprise or outsourcing provider.
- Management of IT Service Delivery.
- 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.
- Project Management.
- Strong written communication skills - reports, business cases, etc.
- Good organisational skills.
- Good interpersonal skills.
Accenture is a global management consulting, technology services and outsourcing company, with approximately 236,000 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$25.5 billion for the fiscal year ended Aug. 31, 2011. Its home page is
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- 19 months ago