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Client Service Delivery Manager

3+ months agoBoston, MA

We Are:

Accenture is a leader in cloud transformations working with AWS, Azure, Google, and private clouds such as VMWare. The formation of Accenture Cloud First, with a $3 billion investment over three years, demonstrates our commitment to deliver greater value to our clients when they need it most. Our Cloud First multi-service group of more than 70,000 cloud professionals delivers a full stack of integrated cloud capabilities across data, edge, integrated infrastructure and applications, deep ecosystem skills, culture of change along with a deep industry expertise to shape, move, build and operate our clients' businesses in the cloud.

To accelerateour clients' transformation leveraging cloud, we combine world-class learning and talent development expertise; deep experience in cloud change management; and cloud-ready operating models with a commitment to responsible business by design - with security, data privacy, responsible use of artificial intelligence, sustainability and ethics and compliance built into the fundamental changes Accenture helps companies achieve. Our services cover the full spectrum of client needs, from strategy to service management, device-to-cloud networks, workplace solutions, and more.

Today, more than ever, companies need to operate and compete at an unprecedented speed and scale as industries are reshaping beneath them. This means innovating faster, creating new revenue streams, deriving more insights from data - and from the edge - and interacting differently with their customers, partners, and employees. Choose Accenture and make delivering this kind of innovative work part of your extraordinary career. Typically, Consultants work at client sites, which often requires travel.

The Work:

The Client Service Delivery Manager is the single point of contact and accountab le for infrastructure service delivery operations. Manages all infrastructure service management activities on behalf of the delivery organization. Accountable for supporting client relationship development and management. Accountable for delivery commitments made on behalf of Accenture to the client, including service level agreements, contract scope management, demand management & forecasting, and cost & profitability of service delivery. Interacts with the Accenture Account Management team, IO and/or AO Portfolio Leads, end-client management team, delivery tower leads and across service delivery teams responsible for delivering work to the client. As cloud disrupts traditional technologies the CSDM may be accountable for both AO and IO services. The CSDM Leverages Service Delivery Managers (SDM) and towers leads to drive day-to-day operations, providing leadership, coaching and direction to delivery teams to ensure alignment with client and Accenture goals, expectations, and commitments.

Customer Service Accountability
  • Maintain advanced working knowledge of public cloud services with one or more provider (Azure, AWS, Oracle, Google )
  • Focal point for client activity, serving as single point of contact for Infrastructure/Cloud Delivery
  • Manage service delivery across all locations where services are provided, such as client locations, Global Delivery Network ( offshore teams ) and non-GDN delivery centers, external providers etc.
  • Manage the delivery of agreed scope of service at agreed price
  • Ensure the feasibility of the solution and deliver the resolution by leveraging Accenture's full capabilities
  • Work with Account Management team to commit to client(s) on behalf of Delivery organization on SLA achievement demand plan and delivery schedule
  • Collaborate and work with the Application Delivery Team and their Leadership
Work with Account Management, Commercial Directors , and Practice Leadership in order to proactively
  • Support identification of gaps, confirm plans, report on delivery performance, communicate operational issues and identify ways to continuously improve
  • Manage service quality, change orders , and recovery plans within the outsourcing contract scope
  • Work with appropriate delivery leaders to ensure the resources are available and committed to deliver the work
  • Participate in account planning and forecasting sessions within the Account Management team
  • Support the achievement of contract controllable income (CCI) targets and cost-to-serve targets
  • Achieve year on year efficiency gains in conjunction with delivery service providers
  • Participate in strategic discussions with client and account team to provide outsourcing expertise
  • Provide innovative solutions and originate new opportunities relevant to solve client needs
  • Participate in sales and business review meetings to support new client opportunities
Manage to Contract Operational and Financial Commitments
  • Ensure enablement, quality , and effectiveness
  • Manage to reduce costs of standard offerings, assets, processes, technologies, licenses, facilities, and subcontractors
  • Work with delivery leaders to optimize delivery pyramid and mix and cost-to-serve including leveraging low cost locations to optimize balance between cost and delivery targets
  • Deliver efficiencies through standard processes and synergies
  • Achieve defined SLA commitments and other financial/operational metrics
  • Escalate performance issues to Account Management team
  • Formalize delivery plans with Account Management team
Participate in solution design processes
  • Support solution configuration/deal shaping to ensure delivery capability will achieve client expectations
  • Support sales opportunities and validate expected delivery capability
  • Support e stimation of new services/contracts and sign off on commitment to proposed SLA
  • Partner with Mobilization leadership and consistently execute standard on-boarding processes
Manage and Develop the Account Management Team
  • Directly or indirectly manage the work of team members assigned to the client(s), to achieve on-time/on-budget results
  • Participate in career management activities for counselees, direct reports, and team members
  • Proactively participate in local communities
Please note: The safety and well-being of our people continues to be the top priority, and our decision around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts

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Here is what you will need:

-Minimum 7 years of IT experience

-Minimum 5 years in IT Operations

-Minimum 5 years of experience in Cloud and or Datacenter Services (compute, storage, DBA) or Network Services or Service Desk and End User Services

-Minimum 4 years experience working with infrastructure and/or cloud technologies

-Minimum 3 years experience of financial and contract management

You must have one of the following education requirements:

-Bachelor's Degree

-Associate Degree and 6 years of relevant working experience

-No degree and 12 years of relevant working experience

Bonus points if you have:

-Public Cloud Certification

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $99,900 - $168,499 and information on benefits offered is here.

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

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CT - Hartford,MA - Boston,NJ - Florham Park,NY - New York,PA - Philadelphia

Job ID: AccentureInc-R00032970
Employment Type: Other