Operations Account Technology Lead

We transform our clients' operations through technology and data thanks to a team of over 801,000 people worldwide. If you feel you can take on the challenge and would like to join a Great Place To Work®, Accenture is your place.

We are looking for a delivery lead

Position Description

• Operate as the Operations Account Technology Lead in support of one or more BPMS (Business Process Managed Services) contracts.

• Oversee technology scope in accordance with contract, ensuring high-quality, issue free delivery, including oversight of major projects. 

• Deliver Best Practice technology solutions including SynOps to enable Intelligent Operations, RPA and Artificial Intelligence

• Function as the primary liaison to the account team and client in the delivery of technology above and beyond standard support channels for Accounts.

• Ensure delivery of technology through established technology organizations and channels, bringing together best of Accenture and our partners, in support of the account.    

• Support sales and account innovation initiatives to expand the technology footprint at the account (up-sell/cross-sell) by leveraging all Technology offerings and by creating plans to get the right people involved at the account to maximize the opportunity.  

• Drive profitability and continued success though managing service quality, cost and leadership of the people delivering technology services across projects.   

Responsibilities

Accountable for technology service delivery, projects, account and client relationship, and delivery of Best Practice technology solutions. 

Technology Service Delivery

• Overall IT Account Manager and primary point of contact for technology providing leadership and coordination across all technology teams and technology service providers.

• Ensure delivery of technology in accordance with contracts

• Provides oversight of tasks and deliverables across the tech team, ensuring commitments are completed on time, with quality, and within budget.  Manages escalations and drives resolution when required.

• Manages technology budget across all IT groups to provide a consolidated financial view and look for opportunities of cost reductions.

• Works with the Client Account Team to manage IT scope to client commitments

• Initial point of contact for technology change requests, providing coordination for solutioning estimates and approvals

• Interface with Account Executives (technology and business) and client executives when required, to provide strategic technology leadership and direction (especially related to technology innovation and its impact on the business functions being delivered)

• Work with Account Leadership during account planning sessions to better understand how technology can support the business and provide input on leveraging new technology offerings

• Conducts periodic IT Service Reviews with the account team to review performance against service levels, service account issues, cost performance, continuous improvement, change requests, new business opportunities, project status, etc.

• Drive continuous improvement to achieve expectations on delivery efficiency and effectiveness, balancing cost and quality. Remove technology barriers hampering the delivery of tech solutions to achieve productivity targets.

• Achieve excellence in delivery by building and implementing a strong foundation of processes, systems, measurements and controls which help deliver high performance consistently.

• Support the achievement of contract margin targets and cost-to-serve targets; deliver efficiencies through technology innovation, standard processes and synergies

• Support Automation, Hyper automation, Artificial Intelligence activities ensuring IT components are set up and activities required from client IT are taking place according to plan.

• Collaborates with Account Information Security Lead and acts as liaison with the wider Technology for Operations Security team for client inquiries on Accenture Security measures, Security Policy Reviews, Assessment Questionnaires, Security Certifications, etc.

Plan, Deliver and Execute Project(S)

• Oversee global technology initiatives and projects to success

• Address major risks/issues impacting projects

• Provide escalation support to ensure proper attention and removal of barriers

Risk and Issue Management

• Help reduce escalations through monitoring and analysis of technology incidents and risks

• When needed, acts as an escalation point to the account, reducing impact by helping to navigate the incident through the various technology teams to engage the right resources to resolve the issue. 

• Work with technology delivery teams (including client) to ensure issues are not only corrected but ongoing updates and final RCAs are communicated in a concise and timely fashion

Sales

• Support sales offerings to expand the Technology footprint at the account (up-sell/cross-sell) by leveraging all Technology offerings and by creating plans to get the right people involved at account to maximize the opportunity.

Manage Client Relationships

• Develop and manage the client IT relationship

• Lead delivery professionals around the globe helping them to understand client challenges and strategic opportunities.

• Build and leverage deep understanding of the relevant market and industry to influence client strategies

• Pursue and cultivate relationships within the client organization by exhibiting industry expertise and an ability to articulate client needs considering industry dynamics/drivers

Deliver Best-Practice Technology Solutions

• Reaching out and building relationships with BPMS teams on innovation initiatives which may bring into scope additional tools and technologies.

• Understand and translate customer needs into implementable business solutions to enable long term success

• Take ownership of the transformation agenda from a technology perspective, engage with the Operations Delivery Lead on the glide path and on renewal planning / ideas around new tools

• Present Accenture offerings/latest thinking to the client IT leadership – and bring the relevant experts to the client IT leadership and team as appropriate

• Empower excellence in delivery seeing the unforeseen, delivering reliable, measurable, repeatable and predictable results with reduced risk and speed to market

• Accountable for ensuring technology solutions represent current and future business requirements

Requirements:

Experience:

• 7+ years of experience managing technology

• 2+ years managing global teams

Educational requirements:

Bachelor’s degree in computer science, computer information systems, engineering, business, or related field or equivalent experience

Must have

• Experienced IT professional and Strong technology acumen

• Experience delivering in a fast pace, high growth and global environment

• Ability to work remotely across global teams, autonomously and pro-actively

• Excellent communication skills (written & verbal) in English and Spanish

• Ability to communicate well at executive levels, both written and verbally

• Demonstrate high level of gravitas and influencing skills

• Experience in proactively reaching out / working with leadership in different groups/teams to build positive relationship

• Ability to frame the value technology helps the business realize

• High level financial, commercial, communication and negotiation skills

• Technology Program/Project Management methodology experience is essential

• Desire/drive to proactively learn about new tools and technologies, client industries and business processes to stay current on what is being offered

Nice to have:

• Client delivery experience

• Operations Support background

• Technology infrastructure background

• Service Management experience in IT business context – ITIL knowledge is highly advantageous for this role

• Experience in Source-to-Pay, Supply Chain or Banking

• Security acumen and background

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us atwww.accenture.com

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