Delivery Operations Associate Manager - Service Desk Non-Voice Support

Accenture India Private Limited; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Accenture in Bengaluru seeks a Delivery Operations Associate Manager for Messaging with a focus on chat-based service desk non-voice support. The role requires owning delivery, financials, and people management for a client account, with strong interaction with SDOT and senior stakeholders.

The ideal candidate has 10+ years of delivery experience, transformation exposure, and a proven track record in managing complex service delivery engagements.

Qualifications

• Primary skill - Service Desk Non-Voice Support.
• Education: Bachelor's degree (any discipline).
• Experience: 10+ years overall with strong delivery, financial, and people-management experience on a client account; automation exposure preferred.

Responsibilities

• Own senior-level client and internal stakeholder relationships; represent the engagement in governance and business reviews.
• Drive growth, upsell, and business-case discussions with client and delivery leadership.
• Automation & Transformation (SDOT Partnership) in collaboration with Business Transformation team.
• Identify automation opportunities and shape the transformation pipeline.
• Sponsor automation, agentic AI, and process-improvement initiatives; track FTE saves and outcomes.

Skills

Service Desk Non-Voice Support

Chat

Email/Chat Typing

Education

Bachelor's degree

Job description

Delivery Operations Associate Manager-Messaging Skill required: Chat - Service Desk Non-Voice Support Designation: Delivery Operations Associate Manager Qualifications: Any Graduation Years of Experience: 10 to 14 years

About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song- all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

What would you do?

• The Senior Service Delivery Lead owns overall delivery, financial, and business accountability for the Support Desk Tier 1.5 chat support engagement.
• Operating one level above the Service Delivery Lead (CL9), the role carries broader ownership of senior stakeholders and business management, financials, and team management at a portfolio level.
• A key part of the role is close interaction with the SDOT
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for?

• Primary skill - Service Desk Non-Voice Support - P1
• Education: Bachelosdegree (any discipline).
• Experience: 10+ years overall with strong delivery, financial, and people-management experience on a client account; prior transformationdegree (any discipline). automation exposure preferred.

Roles and Responsibilities:

• Business & Stakeholder Management
• Own senior-level client and internal stakeholder relationships and represent the engagement in governance and business reviews.
• Drive growth, upsell, and business-case discussions in partnership with client and delivery leadership.
• Automation & Transformation (SDOT Partnership)
• Partner closely with the Business Transformation team to identify automation opportunities and shape the transformation pipeline.
• Sponsor automation, agentic AI, and process-improvement initiatives, and track FTE saves and benefit outcomes.
• Team Management & Delivery Governance
• Provide leadership to Service Delivery Leads (CL9) and the wider team; own capacity, people development, and succession at a portfolio level.
• Ensure overall delivery healthSLAs, quality, CSAT, compliance, and contractual metricscross the engagement.