Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Accenture Operations is one of Accenture key capabilities dedicated to 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.
The goal of the Service Management Coordinator is to deliver ITIL processes to client satisfaction, whilst maintaining and improving the robustness and cost effectiveness of the shared service model.
- Responsible for the delivery of Change, Incident, Problem and Configuration Management for a given service(s).
- Provide a Service Management point of escalation for the Delivery Centres on the service including point of contact for offshore SM teams.
- Perform an operational Service Management hands on role including:
- Monitor, manage and prioritise all service aligned queues ensuring service levels are maintained and eliminating backlogs
- Ensure CAB / change process is complied with delivering business and Accenture requests
- Initial Severity 1 Incident Management
- Create Major Incident Reports (MIR) and monitor progress of MIR actions
- Monitor and manage all severity incidents to SLA
- Identify incident trends and manage to root cause resolution
- Own delivery of Service Reporting including, daily, weekly and monthly Service Performance Reports (SPR’s).
- Identify, investigate and resolve client Service Management issues e.g. ensuring quality of information in incident, change and problem records is high and issues are managed or escalated promptly.
- Work closely with the Service Delivery Manager to identify and implement Service Improvements – demonstrating an increase in the quality of service and a reduction in cost.
- Monitor the Service Management supply versus demand for the given service(s).
- At least two years of experience in similar role
- Excellent organizational skills
- Very good German and good English communication skills
- Bachelor‘s Degree in Computer Science desirable
- Knowledge of ITIL Process Lifecycle desirable
- Good understanding of corporate environment
- Possibility to work from home
- Opportunity to work for the most recognized brands in the world among such areas as: FMCG, airlines, banks, finance, insurance and tourism
- Competitive salary and comprehensive benefits package,
- Training package on various technologies and possibility to gain a certification
- Strengths based personal performance management system
- International teams and multilingual environment
- Access to the latest high-tech solutions and opportunity to specialize in other technologies
- Ability to learn from the best IT experts on the market
- Possibility to work on international projects abroad (USA, Germany, France, UK)
