Service Delivery Lead

Davita Inc.; Mountain View (CA); On-site; USD 73,000 - 183,000; Full time

Job summary

A leading company is seeking a Service Delivery Lead to ensure project performance and customer satisfaction at their Fremont, CA location. The role involves managing customer relationships, coaching team leads, and driving performance improvements. Ideal candidates will have strong management experience and a background in customer service.

Qualifications

• Minimum 3 years team management experience.
• 1 year experience in customer support environment.

Responsibilities

• Ensure project level performance against SLAs and KPIs.
• Coach performance development and mentoring for team leads.
• Manage customer relationships for high-quality service delivery.

Skills

Team Management

Customer Service

Analytical Skills

Job description

The Service Delivery Lead ensures project level performance against SLAs and KPIs including metric reporting on team performance.

• Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching
• Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders
• Coach, performance development, mentoring, and general career counselling for team leads
• Ensure results with the highest possible standard of quality and delivery
• Deliver on hiring requirements and managing attrition for the regional delivery center
• Drive insights gathering from team members to improve quality and processes
• Work within multiple teams across both Accenture and our client to execute and deliver
• Develop a culture of continuous improvement across the teams in the global delivery network
• Lead and develop global initiatives
• Manage and eliminate service delivery issues in a timely and proactive manner
• Manage supply and demand, service quality and processes to meet delivery expectations
• Implement the levers to consistently achieve performance targets

Role Requirements:

• This is an onsite in Fremont, CA
• Must be flexible to work any shift between 5:00 am 12:00 am PT including weekends and holidays

Basic Qualifications:

• Minimum of 3 years team management experience

• Minimum of 1 years of experience working in a customer support environment

Preferred Qualifications:

• Ability to follow the strategic direction set by senior management when establishing near term goals

• Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information

• Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impacted manner

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location Annual Salary Range

California $73,800 to $182,600

Colorado $73,800 to $157,800

District of Columbia $78,500 to $168,000

Illinois $68,300 to $157,800

Minnesota $73,800 to $157,800

Maryland $73,800 to $157,800

New York/New Jersey $68,300 to $182,600

Washington $78,500 to $168,000

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 [phone] or send us an email or speak with your recruiter.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of theAccenture Equal Opportunity Statement

Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

Please read Accentures Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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 peoples physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. Were proud to be consistently recognized as one of the Worlds Best Workplaces.

Join Accenture to work at the heart of change. Visit us at www.accenture.com.