The Service Delivery Lead ensures project level performance against SLAs and KPIs including metric reporting on team performance.
Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching
Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders
Coach, performance development, mentoring, and general career counselling for team leads
Ensure results with the highest possible standard of quality and delivery
Deliver on hiring requirements and managing attrition for the regional delivery center
Drive insights gathering from team members to improve quality and processes
Work within multiple teams across both Accenture and our client to execute and deliver
Develop a culture of continuous improvement across the teams in the global delivery network
Lead and develop global initiatives
Manage and eliminate service delivery issues in a timely and proactive manner
Manage supply and demand, service quality and processes to meet delivery expectations
Implement the levers to consistently achieve performance targets
Role Requirements:
This is an onsite in Fremont, CA
Must be flexible to work any shift between 5:00 am – 12:00 am PT including weekends and holidays