Delivery Operations - Global Operations

Accenture; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Accenture is seeking a Delivery Operations Associate in Jakarta to monitor end-to-end service delivery, coordinate operations, and ensure processes align with SLAs. You will serve as the central point between business stakeholders, operations teams, and support functions to drive operational excellence.

The role requires strong analytical, communication, and coordination skills, with experience in service delivery or shared services. A Bachelor's degree in a related field is preferred.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Experience with service delivery, shared services, or command center operations.
• Understanding of SLA management, workflow monitoring, and escalation processes.
• Experience with operational reporting and data management tools.
• Strong analytical and coordination abilities.

Responsibilities

• Monitor end-to-end service operations to ensure requests meet SLAs.
• Review and validate operational data for completeness and accuracy.
• Coordinate service requests and workflows with stakeholders.
• Track pending requests and follow up to ensure timely completion.
• Monitor daily activities and escalate risks or issues as needed.
• Utilize enterprise systems to support verification, tracking, and reporting.
• Maintain accurate records and prepare periodic SLA performance reports.
• Support process improvement initiatives to boost efficiency and service quality.

Skills

SLA management

Operational monitoring

Data management

Stakeholder coordination

Analytical thinking

Communication skills

Independence under pressure

Education

Bachelor's degree in Business Administration

Bachelor's degree in Information Management

Bachelor's degree in Operations Management

Bachelor's degree in Engineering

Tools

Dashboard tools

Reporting software

Job description

About Accenture

Accenture is a leading global professional services company that helps organizations reinvent through technology, operations, and digital transformation. Join us to build your skills, grow your career, and deliver meaningful impact.

About the Role

As a Delivery Operations Associate within Global Operations, Client & Project Services, you will play a key role in monitoring service delivery, coordinating operational activities, and ensuring business processes are executed efficiently and in line with agreed service levels. You will serve as a central point of coordination between business stakeholders, operations teams, and support functions while driving operational excellence and continuous improvement.

Key Responsibilities

• Monitor end-to-end service operations to ensure requests are completed accurately, efficiently, and in accordance with established service level agreements (SLAs).

• Review and validate operational data to ensure completeness, accuracy, and readiness for processing.

• Coordinate service requests, operational schedules, and workflow execution with relevant stakeholders.

• Track pending requests and proactively follow up to ensure timely completion of actions and approvals.

• Monitor daily operational activities, identify service risks or issues, and elevate concerns when necessary.

• Utilize enterprise systems and operational tools to support verification, tracking, reporting, and service delivery activities.

• Maintain accurate operational records and prepare periodic reports on service performance and SLA achievement.

• Support process improvement initiatives by identifying opportunities to enhance efficiency, service quality, and operational effectiveness.

Required Qualifications

• Bachelor's degree in Business Administration, Information Management, Operations Management, Engineering, Archival Science, or a related field.

• Experience in service delivery, shared services, command center operations, document management, operational monitoring, or similar operational environments.

• Strong understanding of SLA management, workflow monitoring, operational governance, and issue escalation processes.

• Experience working with operational reporting, dashboards, and data management tools.

• Strong analytical, problem-solving, organizational, and coordination skills.

• Excellent communication and stakeholder management abilities.

• Ability to work independently while managing multiple priorities in a dynamic environment.

Preferred Qualifications

• Experience in large-scale operations or shared services environments.

• Knowledge of records management, information governance, or document lifecycle management processes.

• Experience supporting business process improvement and operational excellence initiatives.

• Familiarity with workflow, ticketing, or service management systems

• Advanced proficiency in operational monitoring and service-level performance management.

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.