Service Delivery Lead

The Service Delivery Lead ensures project level performance against SLAs and KPIs including metric reporting on team performance.

• Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching
• Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders
• Coach, performance development, mentoring, and general career counselling for team leads
• Ensure results with the highest possible standard of quality and delivery
• Deliver on hiring requirements and managing attrition for the regional delivery center
• Drive insights gathering from team members to improve quality and processes
• Work within multiple teams across both Accenture and our client to execute and deliver
• Develop a culture of continuous improvement across the teams in the global delivery network
• Lead and develop global initiatives
• Manage and eliminate service delivery issues in a timely and proactive manner
• Manage supply and demand, service quality and processes to meet delivery expectations
• Implement the levers to consistently achieve performance targets

• This is an onsite in San Antonio, TX
• Must be flexible to work any shift between 6:00 am – 12:00 am CT including weekends and holidays
• The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion

• Minimum of 3 years’ team management experience
• Minimum of 1 year of experience working in a customer support environment

• Ability to follow the strategic direction set by senior management when establishing near term goals
• Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information
• Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impacted manner

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We accept applications on an on-going basis and there is no fixed Final date to receive applications.

Information on benefits is here. ()

• California $73,800 to $182,600
• Cleveland $68,300 to $146,100
• Colorado $73,800 to $157,800
• District of Columbia $78,500 to $168,000
• Illinois $68,300 to $157,800
• Maryland $73,800 to $157,800
• Massachusetts $73,800 to $168,000
• Minnesota $73,800 to $157,800
• New York/New Jersey $68,300 to $182,600
• Washington $78,500 to $168,000

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1  or send us an email or speak with your recruiter.

We believe that no one should be discriminated against because of their differences.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of the Accenture…