Service Management Manager

Description Service Management Manager San Antonio, TX People within the Business Process Outsourcing (BPO) organization are responsible for the day-to-day provision of long-term outsourcing services to one or several clients.  Typically, people in BPO are based permanently at a client location.  BPO helps clients develop and deliver business process innovations with cutting-edge outsourcing services.  These services transform enterprises and deliver high performance at lower costs.  We offer a full array of business process outsourcing services founded on operational excellence and cost effectiveness. Our BPO resources can expect to:  Incorporate skills which support the Business Support Services Client Receive ongoing training to build and extend professional, technical and management skills in all areas Enjoy our comprehensive and generous benefits package  Position:  The Field Operations Manager is responsible for the managing the delivery of Field Operations services across Business Process Outsourcing, Application Outsourcing and Infrastructure Outsourcing clients, incorporating the full scope of Service Management services: change control, issue/problem management, governance, satisfaction surveys, reporting, service definition framework.   Key Responsibilities:   Works with Delivery Account Managers and Service Delivery Leads to ensure services are being provided for their area Directly interacts with the client account for which she/he has responsibility Liaise with Service Management Process Owners for Capability, Governance, Change Issues, Satisfaction Surveys and Reporting Ensure service management reps are delivering in-scope services Provide oversight/indirect supervision of reporting, change, and satisfaction survey capability Support continuous improvement and organization development activities Serve as Leader for Field Operations Community of Practice within own area Hold resource management accountability to fill open needs/gaps Participate in ad hoc area or global projects as required Act as Service Management point of contact for DCN Leadership Coordination of changes with operations, Change Boards Preparing data and coordinating Governance meetings Notification process for incidents Incident trending/problem management Review and analyze satisfaction surveys Service Definition Management Drive first draft of client facing reports to final approval Amend metric gap and trending analysis based on client account knowledge Analyze operational reports and highlight points for DAM and service delivery Qualifications  Basic Qualifications:  A minimum of 3 years of Outsourcing experience preferably in process management and/or service delivery operations A minimum of 3 years of supervisory experience Bachelor’s degree Requirements and Professional Skills:  Experience with running operations Customer-centric focus Strong communication and organization skills Executive presence Experience in Service Management processes and reporting on SLA metrics Demonstrated ability to achieve customer satisfaction through a managed service framework Project management experience Strong facilitation skills General financial management knowledge Well developed managerial style with strong people development capability in managing virtual teams Adaptability to change Effective collaboration skills and experience Adept in working across a heavily matrixed organization Excellent English language skills — both written and verbal Additional:  Flexibility to travel up to 100% through August of 2008 and between 25-50% thereafter Flexible hours to accommodate global meeting times To submit resume online Click Here Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. Accenture is an Equal Opportunity Employer. Job Information Company: Accenture Location: San Antonio, TX Status: Full Time, Employee Job Category: IT/Software Development Relevant Work Experience: Bachelor's Degree Contact Information Company: Accenture Reference Code: 364137