Remote Delivery Operations Lead — Service Excellence

Accenture; Saint Petersburg (FL); Remote; USD 98,000 - 170,000; Full time

Job summary

Accenture is seeking a Delivery Lead Manager for a remote role in the United States. The position entails overseeing multiple service delivery operations, optimizing standard solutions, and driving profitability and performance improvements across teams.

Travel to client sites as required and leadership of large, complex projects is involved. Responsibilities include workforce planning, budget management, and stakeholder engagement to ensure delivery targets are met while maintaining

Qualifications

• Minimum 5 years experience in operations.
• Minimum 5 years experience in people management.
• Minimum 2 years experience in contact center management.
• Minimum 1 year experience working in Medicaid.

Responsibilities

• Ensure execution of delivery work across multiple service delivery operations.
• Drive optimization of delivery of standard solutions within areas of expertise.
• Deliver agreed scope of services while achieving profitability improvements and productive gains.
• Address performance issues and implement continuous improvement.
• Analyze team performance and metrics against benchmarks and present improvement options.
• Manage supply and demand, service quality and processes to meet delivery targets.
• Meet with project managers on large/complex projects to plan timeframes and overtime.
• Career management of service delivery resources: training, engagement, mentoring, succession planning and annual reviews.
• Recruiting, staffing, utilization, cost to serve and capacity management.
• Deliver efficiencies through standard processes and SLAs.

Skills

Operations management

People management

Contact center

Medicaid experience

Budgeting

Performance metrics

Stakeholder management

Change management

Education

Bachelor’s Degree

Job description

Accenture is seeking a Delivery Lead Manager for a remote role in the United States. The position entails overseeing multiple service delivery operations, optimizing standard solutions, and driving profitability and performance improvements across teams.

Travel to client sites as required and leadership of large, complex projects is involved. Responsibilities include workforce planning, budget management, and stakeholder engagement to ensure delivery targets are met while maintaining