We Are:

Accenture is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and, Interactive, Technology, and Operations services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at [www.accenture.com](http://www.accenture.com).

You Are:

The Client Service Delivery Manager is the single point of contact and accountable for infrastructure service delivery operations.  Manages all infrastructure service management activities on behalf of the delivery organization.  Accountable for 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, Portfolio Leads, end-client management team, delivery tower leads and across service delivery teams responsible for delivering work to the client.  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.

The Work:

Customer Service Accountability
Focal point for client activity, serving as single point of contact for Infrastructure/Cloud / End User Services
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 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 estimation 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 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
Work Environment:
This role may require occasional travel to client sites and vendor locations.
The candidate should be comfortable working in a fast-paced, dynamic environment, and be able to adapt to changing business needs.