Client Service Delivery Lead (Global Voice Lead)

Accenture is looking for highly motivated leader as part of a successful team to work in a demanding environment supporting Accenture's Client Critical Global Voice 24x7 Operations. The successful candidate will form part of a core leadership team accountable for the always-on and always secure digital infrastructure, Escalation Management and maintenance of External Clients Voice environment. Delivering service excellence against established Critical SLA's and KPI's and driving ongoing service model best practice.

Stake-Holder Management:

  • Day to day management of a team of managers and technical resources, including work allocation and prioritization
  • Participate in orals, solutioning and sales opportunities.
  • Drive coordination with client and various internal/ external teams for all type of issue resolution within strict SLA providing 24x7 on-call support
  • Accountable for all critical service support, handling outage communications and restoration of services etc.
  • This is an End client facing role with Account Management ,direct client CXO level interactions and handling upsell /solutioning and Delivery support and escalations.
  • Work closely with NS, AMT and Shared Service leadership.

Delivery Coverage:

  • Operations support of 24/7 center from multiple locations.
  • Responsible for Data infrastructure operations, driving industry best practice for operation team cross platform engagement and seamless integration and interaction.
  • Strong focus on Innovation based continuous improvement, Standardization & Compliance.
  • Vendor Management for all devices and tools supported.
  • Ensure the operational readiness of new and upgraded network technologies, services, and platforms, prior to release into production.
  • Part of a team driving product and service evaluations for technical relevance in our current and planned infrastructures
  • Good understanding of network equipment including routers and switches, network protocols, technologies, services, and monitoring tools
  • Ready to handle various parallel functions related to Service Delivery where required.
  • Lead the development, implementation and continual improvement of service management policies and processes covering such areas as Configuration/Asset, Change, Release, Incident, Problem and Service Catalog.

Contract Management/SLA:

  • Ensure all KPI's are met or exceeded
  • Actively managed contract compliances viz.Client Data Protection and act as a Compliance Champion
  • Maintain Resource Chargeability
  • Manage and meet all Critical SLA's

Key Responsibilities:

  • Proven strong leadership and interaction skills at a senior leadership level
  • Proven operational team management experience in an ISP/Carrier provider environment
  • Proven ability to plan, organize and manage complex work effort
  • Ability to delegate and manage work effort of others effectively
  • Proven analytical and problem-solving skills.
  • Excellent organizational and multi-tasking skills; understands/executes concepts of project management
  • Ability to interact effectively at a leadership level.
  • Strong design skills, project management skills, organizational and presentation skills.
  • Strong communications skills including the ability to communicate technical information in using non-technical language.
  • Independent problem-solving skills.
  • ITIL framework knowledge
  • ISO 20k framework knowledge
  • Experience in managing large multinational teams
  • Ability to plan and manage budgetary requirements associated with managing multinational teams

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