Service Delivery Lead | Manager at Accenture

Heredia, Heredia Province, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Advertising, DigitalIndustries

Requirements

11+ years overall experience
6-7 years of relevant experience in Digital Inside Sales
Post-Secondary Degree (preferably in marketing or business or gained equivalent experience selling digital solutions for 1+ years)
Native level of English
Strong coping, emotional resilience, and stress-management skills
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
Problem-solving & Decision Making - Strong analytical and critical thinking abilities to identify challenges, analyze data, and devise effective solutions to address complex issues

Responsibilities

Team Management: Lead and support a team, setting clear expectations and providing ongoing coaching and feedback. Foster a collaborative and inclusive team environment that encourages open communication and professional growth
Business Operator: Determine operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses. Define user requirements; establish production, quality, and customer-service standards; contribute information and analysis to the organization. Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing & completing action plans; driving process improvement initiatives & quality assurance programs. Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Liaise with clients and deliver client asks. Coach and mentor supervisors to enable them to effectively manage their teams. Conduct weekly/monthly/quarterly reviews with supervisors
Policy Adherence: Collaborate with relevant stakeholders to ideate. Drive the right team culture & ensure process compliance
Performance Reporting and Analysis: Generate regular reports on metrics, trends, and key performance indicators (KPIs). Utilize data-driven insights to improve DIS review processes and identify areas for enhancement
Risk Management: Identify potential risks and proactively implement measures to mitigate these risks. Stay informed about industry best practices and evolving challenges
Cross-functional Collaboration: Collaborate with other teams to align review practices with broader company objectives

Skills

Team Management

Operations Strategy

Needs Assessment

Performance Reviews

Capacity Planning

Cost-Benefit Analysis

Quality Standards

Customer Service Standards

System Performance Monitoring

Problem Resolution

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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