Service Manager with Vxfield Product Knowledge

Accenture Pte Ltd; Região Norte; Presencial; BRL 350 000 - 500 000; Tempo integral

Resumo da oferta

Accenture seeks an experienced Service Delivery Manager to lead AMS delivery and governance for enterprise applications. The role combines strong service management with workforce management and transformation initiatives to drive high-quality outcomes.

You will guide support teams, manage escalations, and collaborate with stakeholders and vendors to align solutions with business objectives. Join a global leader in technology and innovation.

Qualificações

• Bachelor's degree in IT, Computer Science, Engineering, or related field.
• 12+ years in IT service delivery or enterprise application support.
• 3–5 years in a Service Manager or equivalent leadership role.

Responsabilidades

• Oversee end-to-end delivery of AMS, ensuring SLA commitments and stakeholder satisfaction.
• Act as primary contact between business stakeholders and delivery teams, managing escalations, risks, and governance.
• Lead and mentor application support teams, fostering collaboration and continuous learning.
• Drive continuous improvement to enhance service quality, efficiency, and application reliability.
• Govern incident, problem, change, and release management processes per ITIL practices.
• Provide SME on the VxField WFM platform to support resolution and optimization.
• Conduct root cause analysis for production incidents and implement preventive actions.
• Collaborate with stakeholders, technical teams, and vendors to align solutions with requirements.
• Develop and maintain operational reports, dashboards, and governance docs.
• Support innovation initiatives and adoption of best practices.

Conhecimentos

Java

J2EE

VxField WFM

AMS

Incident management

Change management

Release management

Order management

Billing

Leadership

Stakeholder mgmt

Communication

Problem solving

Analytical skills

Formação académica

Bachelor's degree in IT

Engineering background

Ferramentas

ITIL

Descrição da oferta de emprego

About the Role

We are seeking an experienced Service Delivery Manager to lead the delivery and governance of Application Management Services (AMS) for critical enterprise applications. This role is responsible for ensuring service excellence, operational stability, and continuous improvement while providing leadership across support teams and serving as a trusted advisor to business stakeholders.

The successful candidate will combine strong service management capabilities with deep expertise in workforce management and enterprise applications to drive high-quality outcomes, resolve complex operational challenges, and support business transformation initiatives.

Key Responsibilities

• Oversee the end-to-end delivery of Application Management Services (AMS), ensuring adherence to SLA commitments and stakeholder satisfaction.
• Act as the primary point of contact between business stakeholders and delivery teams, managing escalations, risks, service performance, and operational governance.
• Lead and mentor application support teams, fostering collaboration, technical excellence, and continuous learning.
• Drive continuous improvement initiatives to enhance service quality, operational efficiency, and application reliability.
• Govern incident, problem, change, and release management processes in alignment with ITIL best practices.
• Provide subject matter expertise on the VxField Workforce Management (WFM) platform, supporting issue resolution, platform optimization, and operational excellence.
• Conduct root cause analysis for complex production incidents and ensure timely implementation of preventive actions.
• Collaborate with business stakeholders, technical teams, and external vendors to ensure solutions are aligned with business requirements and operational objectives.
• Develop and maintain operational reports, service dashboards, knowledge articles, and governance documentation.
• Support innovation initiatives and drive the adoption of best practices to improve service delivery outcomes.

Required Qualifications

• Strong experience in Java and J2EE-based enterprise application environments.
• Hands-on expertise with the VxField Workforce Management (WFM) platform.
• Proven experience in Application Management Services (AMS), production support, and service operations.
• Strong understanding of incident, problem, change, and release management processes.
• Functional experience in Order Management, Billing, and enterprise business applications.
• Demonstrated leadership experience managing support teams and service delivery engagements.
• Excellent analytical, problem-solving, stakeholder management, and communication skills.
• Ability to quickly understand complex application landscapes and drive effective resolutions.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 12 years of experience in IT service delivery, application management, or enterprise application support.
• At least 3–5 years of experience in a Service Manager, Service Delivery Manager, or equivalent leadership role.
• Strong knowledge of the ITIL framework and service management best practices.
• ITIL certification preferred.
• Experience managing large-scale enterprise applications in a multi-vendor support environment.
• Proven ability to drive continuous improvement, operational excellence, and service transformation initiatives.

About the Company / Team

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 at www.accenture.com.

Equal Employment Opportunity Statement

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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.