Accenture is a global management consulting, technology services and outsourcing company, with more than 305,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world's most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30 billion for the fiscal year ended Aug. 31, 2014. Its home page is http://www.accenture.com/.
Accenture Operations is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
BSS Service Management Specialist
Workplace: Warszawa
Nr Ref.: 00282530
Job Description:
- Required to support contract specific Service Management Lead in the delivery of Service Management function across defined area, incorporating the full scope of Service Management services: change management, incident/problem management, governance, satisfaction surveys, performance reporting, service definition framework.
- Required to perform delivery of defined key responsibilities independently with minimum managerial guidance
- Liaise with operational and client teams as required
Key Responsibilities - General:
- Works with contract specific Service Management Lead to ensure services are being provided for service management function on the contract
- Responsible for delivery of service management services in own responsibility for respective client to agreed deadlines/ quality standards
- Seek and reuse the Service Management standard process capabilities for governance, change management, incident and problem management, satisfaction surveys and performance reporting
- Support continuous improvement and organization development activities within Service Management and in specific contract operations
- Participate in ad hoc area or defined projects as required
Key responsibilities – Client specific:
- Support of Service Management Lead in coordination of changes / change management process with operations, Change Boards
- Preparing data and supporting Service Management Lead in coordinating Governance meetings
- Notification process for incidents
- Incident trending/problem management
- Review and analyse satisfaction surveys
- Support Service Management Lead in Service Definition Management
- Drive first draft of client facing reports to final approval
- Support amendment of metric gap and trending analysis based on client account knowledge
- Analyse operational reports and highlight points for Delivery Account Manager and service delivery
Education:
- Bachelor’s degree (or geography equivalent)– Business or technology preferred
Work Requirements:
- Partially flexible hours to accommodate global meeting times
Knowledge/Skills Requirements:
- Outsourcing experience preferably in process management and/or service delivery operations
- Supervisory experience
- Customer-centric focus
- Strong communication and organization skills
- Experience in Service Management processes and reporting on SLA metrics
- Project management experience
- Strong facilitation skills
- Adaptability to change
- Effective collaboration skills and experience
- Adept in working across a heavily matrixed organization
- Excellent English language skills – both written and verbal
Nice to have:
- ITIL Certifications
- Implementation Experience
- Operational Excellence background (e.g. Six Sigma)
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Challenging job in a professional and multinational environment
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Opportunity to gain broad analytical skills and experience, together with highly marketable specialist expertise in their chosen areas
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Dynamic working environment
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Attractive salary and benefits
When applying please enclose the below statement:
"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.Check out all our job vacancies at our website: www.pracaaccenture.pl
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"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.
www.facebook.com/AccentureOperationsPoland