Service Delivery Management Specialist

We are

The Advanced Technology Centers (ATCs) is the engine for reinvention in our clients’ transformation journey. Powered by more than 255,000* people across 24 countries, ATCs will provide our clients seamless access to industry insights and innovative technology solutions.

Stronger together!

The Advanced Technology Centers (ATCs) make tremendous impact in solving our clients’ business problems leveraging Innovation, Intelligence, Industry insights, new IT and new technology skills.

Now, with the global environment changing at a faster pace, our clients are facing unprecedented challenges, and they need us more than ever before.

As a Network, ATCs are positioned to unlock greater opportunities and exponential value for our clients.

The value for our clients and our people

For our clients, the Network provides the strength of our geographic diversity, greater resilience, and seamless access to the deepest industry knowledge, the latest in Gen AI solutions, and tech expertise from around the world.

For our people, it brings an opportunity to shape truly boundaryless career paths in a highly collaborative team of experts where they can learn from each other and solve the world’s most complex client challenges.

You are :

A Service Delivery Management Specialist

The Work :

Accountable for the delivery of ITIL Service Operations processes of Problem, Change, Configuration, Incident and Release Management.

Duties may be as follows :

• Requires a proactive approach to managing events such as an incident or a change, and supports a continuous improvement strategy in providing accurate recording of information and the related analysis of the events.
• Conduct monthly meetings with the client using the standard SDM monthly meeting agenda.
• Record meeting minutes and action items; plus post to client SharePoint folder. Responsible for monitoring and delivering services against defined service descriptions and service levels.
• Implements and executes a day-to-day role, working closely with multiple domains on the development, maintenance and reporting of service catalogues, processes / procedures, and new technology / tools.

Innovation- Document ways you have provided innovative recommendations to the client.

• Requires the ability to apply processes, an understanding of technology and its interdependencies to the relevant client business, SLA requirements and key performance indicators (KPI’s).
• Works closely with Service Delivery Managers, clients and unit to drive down costs to service whilst improving effectiveness of processes.
• Responsible for the delivery of key performance indicators (KPI’s) including client and management, leadership reporting and trending.
• Performs a governing role ensuring the individual parts are mutually beneficial and demonstrates how they enhance the quality of IT services.

Experts (SME’s) will participate or lead client / unit projects, workshops, presentations and continuous improvement initiatives, developing and advising on industry standards and best practices.

Exists in Delivery Centers, responsible for a single or multiple clients, or direct client facing located on client sites.

• 100% attainment of monthly review of over / under recovery and documentation of reasons. Conduct Quarterly Cost optimization Workshops.
• Complete Change Orders for all Client Scope changes.
• Recommend and Accept projects available to advance your career growth and solve business issues.
• Socialize with client teams IO initiatives and Projects. Manage Security Exceptions, Patching and Educate client teams (AO, BPO, etc.

regarding Security Risk.

• Leverage success stories, recognition, skills improvements and capabilities to promote the ATCNA IMS brand.
• This role will require 2-3 days per week at the local office. The preferred hiring locations for this role are Cincinnati, OH;

Columbus, OH; and Tampa, FL. Qualified applicants in other targeted locations may be considered.

Here’s what you need :

• Minimum of 3 years of direct client facing management and interaction.
• Minimum of 2 years of Financial management
• Minimum of 3 years of Scope management and or contract management
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate Degree, must have minimum 6 years' work experience)

Bonus Points :

• Minium of 3-5 years achieving the strategic direction set by senior management as it relates to team goals.
• Minimum of 3-5 years demonstrating communication skills and the ability to work in a team environment
• Minimum 3-5 years having Primary upward interaction is with direct supervisor and expected to with peers and / or management levels at a client and / or within Accenture

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience.

As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role LocationHourly Salary Range

California$30.38 to $81.63

Colorado$30.38 to $70.53

District of Columbia$32.36 to $75.10

New York$28.13 to $81.63

Maryland$28.13 to $65.29

Washington$32.36 to $75.10

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services creating tangible value at speed and scale.

We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.

We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song.

These capabilities, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships.

We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.Read more here

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If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process.

Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

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Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.