IT Infrastructure CSDM Delivery Lead

We Are:

Accenture’s Infrastructure Engineering professionals partner with our clients to advise, create, and deploy end-to-end infrastructure transformation solutions, enabling business innovation. These solutions are the backbone of driving IT-enabled differentiation. IE professionals are grounded in New-IT with an expertise in one or more of our core practice areas: Workplace and Collaboration, Network Technology, Service Management, Hybrid Cloud, Public Cloud, and traditional Data Center.

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.

Key Responsibilities:

• 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.

Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.

What You’ll Need:

• Minimum 10+ years of IT and Operations experience.
• Minimum 7+ years of experience in Cloud and or Datacenter Services (compute, storage, DBA) or Network Services or Service Desk and End User Services.
• Minimum 7+ years working with infrastructure experience.
• Minimum 7+ years of experience leading, coordinating, and motivating teams.
• Minimum 7+ years with client relationship, expectation management, financial and contract management.
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience.)

Bonus if you have:

• Bachelor’s degree in computer science, Information Technology or Business Administration.

Key Competencies:

• Strategic Thinking.
• Leadership and People Management.
• Client-Focused Delivery.
• Financial and Contractual Acumen.
• Change Management.
• Risk Management.
• Vendor Management.

Work Environment:

• The candidate should be comfortable working in a fast-paced, dynamic environment, and be able to adapt to changing business needs.