Service Management & Reporting Specialist

Accenture; Malaysia; On-site; MYR 60,000 - 100,000; Full time

Job summary

Accenture is seeking a senior analytics professional to lead SLA governance, performance reporting, and continuous service improvements in a complex, client-facing environment.

You will analyze service performance data, drive efficiency, and present actionable insights to stakeholders using tools like Excel, Power BI, and PowerPoint; bilingual communication in Mandarin and English is a key asset.

Qualifications

• 6–8 years of relevant experience in service performance, financial analysis, or project/account management.
• Strong proficiency in data analysis tools (e.g., Excel, Power BI) and presentation tools (PowerPoint).
• Excellent communication skills in Mandarin and English.
• Proven experience in stakeholder management, with the ability to influence and collaborate across teams.
• Strong analytical mindset with a passion for solving problems and driving results.
• Experience in client-facing roles or shared services environments is a plus, but not required – training will be provided.

Responsibilities

• Lead the governance of Service Level Agreements (SLAs), including performance tracking, reporting, and escalation management.
• Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.
• Ensure timely and accurate reporting to internal and external stakeholders, with a focus on transparency and continuous improvement.
• Collaborate closely with function leads and team leads to resolve incidents, manage escalations, and improve service outcomes.
• Facilitate regular performance review meetings and communicate SLA results effectively to stakeholders.
• Develop dashboards, scorecards, and executive-level reports; present insights tailored to diverse audiences.

Skills

SLA Management

Stakeholder Engagement

Data Analysis

Financial Analysis

Reporting & Presentation

Mandarin

English

Presentation Skills

Client-facing

Analytical mindset

Tools

Excel

Power BI

PowerPoint

Job description

1. SLA Management & Service Reporting

• Lead the governance of Service Level Agreements (SLAs), including performance tracking, reporting, and escalation management.

• Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.

• Ensure timely and accurate reporting to internal and external stakeholders, with a focus on transparency and continuous improvement.

2. Stakeholder Engagement & Communication

• Collaborate closely with function leads and team leads to resolve incidents, manage escalations, and improve service outcomes.

• Facilitate regular performance review meetings and communicate SLA results effectively to stakeholders.

3. Data-Driven Performance Improvement

• Analyze service performance data to identify trends, inefficiencies, and opportunities for improvement.

• Propose and drive initiatives that enhance operational efficiency, productivity, and customer satisfaction.

• Translate complex data into clear, impactful presentations and reports to support decision-making.

4. Financial & Operational Analysis

• Support financial performance tracking and analysis related to service delivery.

• Conduct ad-hoc analysis to support strategic planning and management decisions.

5. Reporting & Presentation Excellence

• Develop and maintain dashboards, scorecards, and executive-level reports.

• Present insights and recommendations in a clear, compelling manner tailored to diverse audiences.

• 6 – 8 years of relevant experience in service performance, financial analysis, or project/ account management.

• Strong proficiency in data analysis tools (e.g., Excel, Power BI) and presentation tools (e.g., PowerPoint).

• Excellent communication skills in Mandarin and English.

• Proven experience in stakeholder management, with the ability to influence and collaborate across teams.

• Strong analytical mindset with a passion for solving problems and driving results.

• Experience in client-facing roles or shared services environments is a plus, but not required – training will be provided.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

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