Service Management Specialist Job in Atlanta, Georgia Us
Schedule: Full-time
Organization: Outsourcing Operations - IO
Title: Service Management Specialist
Location: Atlanta, GA
Service Delivery professionals are responsible for providing service delivery across the breadth of offerings such as accounting, information technology, application development and maintenance, helpdesk services, procurement, learning and training, and human resources. The work that is performed by our delivery professionals may serve one or more clients concurrently and they may be located directly at a client site or within our global delivery network.
People within Infrastructure Outsourcing are responsible for the day-to-day provision of long-term outsourcing services to one or several clients. Infrastructure Outsourcing (IO) is the ongoing management and/or improvement of activities related to a part or to the whole of a technical infrastructure (e.g. information systems, security systems, and telecommunications networks), allowing companies to focus on their core business and competencies.
Our IO resources can expect to:
• Incorporate skills which support the programming, management and maintenance services required to implement and support new installations or maintain and improve existing legacy systems for our clients.
• Receive ongoing training to build and extend professional, technical and management skills in all areas
• Enjoy our comprehensive and generous benefits package
The Service Management Specialist supports the central operations of the Outsourcing Account Delivery Team in managing resources, projects, and budgets to meet both the goals of the OADT(s) and clients served. Responsibilities may include the development and execution of ITIL-compliant Service Management processes including Incident Management, Request Management, etc. Must leverage demand management processes and client and management initiatives and transform data into usable metrics. Service Management Specialist may also use engagement data to create models to improve business decisions. They will interface with program and project management, quality management and leadership to provide regular reporting on metric performance and respond to requests, ensuring the metrics provision and performance meets requirements.
Responsibilities include but are not limited to:
Support the management of the outsourcing delivery contract relationships
• Support the Service Manager in delivery account reviews with key leaders, to include: client and OG Client Account SEs; OADM; Outsourcing Service Delivery Leads and commercial directors
• Support the work of the Service Manager with Clients, OADM, Commercial Directors and the Service Delivery Operations teams to manage business requirements, scope of work, work prioritization, business performance issues, service quality, change orders, and recovery plans
Support the management of the operational and financial performance of the Outsourcing contract
• Support the formalizing of contract delivery plans and articulate business requirements and opportunities
• •Update and maintain ITIL-compliant Service Management policies and processes, working closely with client to ensure documented processes meet client need
• Manage new service requests in coordination with service delivery leadership
• Log, evaluate, prioritize, and forward requests to service delivery leadership
• Provide coordination/communication with appropriate service delivery leadership to ensure initiatives meet schedule, budget, and quality commitments
• Track and report progress on requests to the appropriate customer and launching work into the delivery organization upon approval
• Support the monitoring of adherence to Accenture's and the client's policies and standards (e.g., project approval process, work request process, Business Continuity Management, Data Privacy and Security, Major Incident Escalation)
• Supports the day-to-day management of outsourcing contract(s) service level agreements (SLAs), including:
· Provision of Executive Analysis and Support
· Provision of consolidated weekly project status reporting
· Maintenance of internal process documentation and provide input for client processes
· Tracking, measurement, reporting and communicating delivery costs, performance issues and risks
· Production and distribution of monthly External and Internal Reporting Packages
• Support the management of changes to all service-related formal agreements. This includes changes to Service Baseline, Service Level Agreement(s), Operational Level Agreement(s), and Balanced Scorecard
• Communicate and work with customer and client as necessary
Maintain, Analyze and Report metrics
• Maintain contract metrics
• Clearly communicate the metrics reporting standards and verify that metric results are delivered to the appropriate teams for reporting
• Perform and analyze key performance indicators and variances. And assist in documenting performance against plan
• Gather key performance indicators and metrics data, which reflect the group's current performance
• Identify key areas of strength, trends, and opportunities for metrics performance improvement and develop recommendations for actions to take to achieve performance improvement
• Verify the proper program management, sponsorship, and planning of the metrics program
• Analyze and rationalize all key metrics and quality measures defined in the Quality Management Plan and operating plan
• Maintain the measurement plan, which outlines the metrics that will assist management in making informed decisions to promote quality, productivity, and process improvement
• Adopts the metrics program into day-to-day operations
• Oversee data collection processes and mechanisms
Manage and coordinate all demand requests
• Provides coordination and continuous improvement of aggregate-level demand and capacity planning, monitoring, and controlling all requests that fall within the scope of services and the capacity range
• Works closely with the OADM, Service Manager, service delivery, business client liaison, and client to coordinate and respond to all request types, ensuring the long-term capacity planning aligns with the short-term capacity planning and execution
• Assumes responsibility for the overall management of definition, measurement, and centralized processing of the customer's demand requests
• Ensures with Service Manager that the client's leadership authorizes all work activities
• Facilitates work estimate activities and the execution and submission of commitment estimates
• Supports reviews and approvals of estimates prior to presentation to the client
• Performs sizing and work type classifications, approximates estimates, and commits those estimates with input from the appropriate delivery/capability team(s)
Travel to client site required
Basic Qualifications:
• Minimum 2 years of experience in client-facing role
• Minimum 1 year of experience in a Service Management role
• ITIL V3 Foundation Certification
Preferred Skill Requirements:
• 4 year degree or equivalent work experience
• Client Relationship Management
• Client Acumen
• Quality Assurance
• Performance Management Metrics
• Service Level Agreement (SLA) Management
• Strong Written and Verbal Communication skills
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 now or in the future sponsorship by the employer for a visa.
Accenture is an Equal Opportunity Employer.