Delivery Operations - Global Ops

Accenture Southeast Asia; Jakarta Pusat; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

Accenture Southeast Asia is seeking a Delivery Operations Analyst in Jakarta to monitor service delivery, coordinate operational activities, and ensure processes meet SLAs. You will act as a central point between stakeholders, operations teams, and support functions while driving excellence and continuous improvement.

The role emphasizes data-driven governance, reporting, and proactive issue resolution, supporting efficiency and service quality in a large-scale delivery environment.

Qualifications

• Bachelor's degree in business/ops/related field.
• Experience in service delivery, shared services, or operations.
• Strong knowledge of SLA management and governance.
• Experience with operational reporting and dashboards.
• Excellent communication and stakeholder management.
• Ability to handle multiple priorities independently.

Responsibilities

• Monitor end-to-end service operations and SLAs.
• Review operational data for completeness and accuracy.
• Coordinate service requests and schedules with stakeholders.
• Track requests and escalate issues when needed.
• Monitor daily activities and escalate risks as required.
• Use enterprise tools for verification, tracking, and reporting.
• Maintain records and prepare SLA performance reports.
• Support process improvements for efficiency and quality.

Skills

SLA management

Operational monitoring

Stakeholder coordination

Data analysis

Problem solving

Communication

Independent work

Education

Bachelor's degree in relevant field

Tools

Workflow systems

Data dashboards

Reporting tools

Job description

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 Analyst 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 escalates 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.