Service Desk Delivery Lead

Who we are:

Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.

Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse, and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.

Overall Scope

Manage the delivery of large, complex technology projects using appropriate frameworks and collaborating with sponsors to manage scope and risk.

Drive profitability and continued success by managing service quality and cost and leading delivery. Proactively support sales through innovative solutions and delivery excellence

The Work:

• Meeting with client representatives to request and receive information and giving advice on engagement matters.
• Planning, estimating, managing, and delivering one or more projects within a program to realize maximum benefit for a client with minimized risk.
• Assisting in creating the direction, priorities, scope and plan for one or more projects to realize maximum benefit for a client.
• Managing the design and implementation of analyses that will identify requirements related to people, processes and technology.
• Identifying, analyzing, mitigating, and proactively responding to project, financial and operational risks, both real and anticipated.
• Sustaining an environment that facilitates high performance and motivating individuals to work collaboratively as a team in order to achieve project/team goals to realize value for a client.
• Tracking and reporting on key solution delivery metrics for one or more projects
• Creating and fostering an environment that facilitates high performance and motivates individuals to work collaboratively as a team; inspiring individuals on team to contribute their best efforts
• Encouraging professional development of individuals and applying sound measurement and feedback techniques to manage and optimize individual and team contributions
• Creating and delivering information effectively and appropriately in both written and oral formats to convey key messages. Communications may include but are not limited to memos and/or presentations to peers, the project team and program leader and clients.
• Recognizing, supporting, and capitalizing on individual differences in work styles, personalities, cultures and values to maximize team performance and effectively achieve personal and team goals.
• Managing continuous review .and improvement of processes to maximize the quality of products and services.

Here’s what you need:

• Any degree in Information Technology, Computer Science or other relevant fields
• At least 5 years of leadership experience (senior manager, associate director, senior operations manager and the likes)
• With strong operational and client management skills
• Has experience in handling large scale operations with 100 or more people in team size.
• Experience in serving multiple markets such as North America, ANZ, EU, etc.
• Background in IT-BP Industry is an advantage.

Must Have Skills:

• Advanced Service Desk Resolution Management and the likes
• Program Project Management
• People, Performance, & Project

Nice to Have

• Technical Knowledge

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