Accenture
IT Infrastructure CSDM Delivery Lead
Accenture, St. Petersburg, Florida, United States,
We Are:
Accenture’s Infrastructure Engineering professionals partner with our clients to advise, create, and deploy end-to-end infrastructure transformation solutions, enabling business innovation. These solutions are the backbone of driving IT-enabled differentiation. IE professionals are grounded in New-IT with an expertise in one or more of our core practice areas: Workplace and Collaboration, Network Technology, Service Management, Hybrid Cloud, Public Cloud, and traditional Data Center.
You Are:
The Client Service Delivery Manager is the single point of contact and accountable for infrastructure service delivery operations. Manages all infrastructure service management activities on behalf of the delivery organization. Accountable for client relationship development and management. Accountable for delivery commitments made on behalf of Accenture to the client, including service level agreements, contract scope management, demand management & forecasting, and cost & profitability of service delivery. Interacts with the Accenture Account Management team, Portfolio Leads, end-client management team, delivery tower leads and across service delivery teams responsible for delivering work to the client. The CSDM Leverages Service Delivery Managers (SDM) and towers leads to drive day-to-day operations, providing leadership, coaching and direction to delivery teams to ensure alignment with client and Accenture goals, expectations, and commitments.
Key Responsibilities:
Customer Service Accountability
Focal point for client activity, serving as single point of contact for Infrastructure/Cloud / End User Services
Manage service delivery across all locations where services are provided, such as client locations, Global Delivery Network (offshore teams) and non-GDN delivery centers, external providers etc.
Manage the delivery of agreed scope of service at agreed price
Ensure the feasibility of the solution and deliver the resolution by leveraging Accenture’s full capabilities
Work with Account Management team to commit to client(s) on behalf of Delivery organization on SLA achievement demand plan and delivery schedule
Collaborate and work with the Application Delivery Team and their Leadership
Work with Account Management, Commercial Directors, and Practice Leadership to proactively:
Support identification of gaps, confirm plans, report on delivery performance, communicate operational issues and identify ways to continuously improve
Manage service quality, change orders, and recovery plans within the outsourcing contract scope
Work with appropriate delivery leaders to ensure the resources are available and committed to deliver the work
Participate in account planning and forecasting sessions within the Account Management team
Support the achievement of contract controllable income (CCI) targets and cost-to-serve targets
Achieve year on year efficiency gains in conjunction with delivery service providers
Participate in strategic discussions with client and account team to provide outsourcing expertise
Provide innovative solutions and originate new opportunities relevant to solve client needs
Participate in sales and business review meetings to support new client opportunities
Manage to Contract Operational and Financial Commitments
Ensure enablement, quality, and effectiveness
Manage to reduce costs of standard offerings, assets, processes, technologies, licenses, facilities and subcontractors
Work with delivery leaders to optimize delivery pyramid and mix and cost-to-serve including leveraging low-cost locations to optimize balance between cost and delivery targets
Deliver efficiencies through standard processes and synergies
Achieve defined SLA commitments and other financial/operational metrics
Escalate performance issues to Account Management team
Formalize delivery plans with Account Management team
Participate in solution design processes
Support solution configuration/deal shaping to ensure delivery capability will achieve client expectations
Support sales opportunities and validate expected delivery capability
Support estimation of new services/contracts and sign off on commitment to proposed SLA
Partner with Mobilization leadership and consistently execute standard on-boarding processes
Manage and Develop the Team
Directly or indirectly manage the work of team members assigned to the client(s), to achieve on-time/on-budget results
Participate in career management activities for counselees, direct reports and team members
Proactively participate in local communities
Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.
What You’ll Need:
Minimum 10+ years of IT and Operations experience
Minimum 7+ years of experience in Cloud and or Datacenter Services (compute, storage, DBA) or Network Services or Service Desk and End User Services
Minimum 7+ years working with infrastructure experience
Minimum 7+ years of experience leading, coordinating, and motivating teams
Minimum 7+ years with client relationship, expectation management, financial and contract management
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)
Bonus if you have:
Bachelor’s degree in computer science, Information Technology or Business Administration
Key Competencies:
Strategic Thinking
Leadership and People Management
Client-Focused Delivery
Financial and Contractual Acumen
Change Management
Risk Management
Vendor Management
Work Environment:
The candidate should be comfortable working in a fast-paced, dynamic environment, and be able to adapt to changing business needs.
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, Maryland, 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. (https://www.accenture.com/us-en/careers/local/total-rewards)
Role Location Annual Salary Range
California $131,100 to $338,300
Colorado $131,100 to $292,200
District of Columbia $139,600 to $311,200
New York $121,400 to $338,300
Maryland $121,400 to $270,600
Washington $139,600 to $311,200
#LI-NA-FY25
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
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.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .
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 for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.
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.
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.
Accenture’s Infrastructure Engineering professionals partner with our clients to advise, create, and deploy end-to-end infrastructure transformation solutions, enabling business innovation. These solutions are the backbone of driving IT-enabled differentiation. IE professionals are grounded in New-IT with an expertise in one or more of our core practice areas: Workplace and Collaboration, Network Technology, Service Management, Hybrid Cloud, Public Cloud, and traditional Data Center.
You Are:
The Client Service Delivery Manager is the single point of contact and accountable for infrastructure service delivery operations. Manages all infrastructure service management activities on behalf of the delivery organization. Accountable for client relationship development and management. Accountable for delivery commitments made on behalf of Accenture to the client, including service level agreements, contract scope management, demand management & forecasting, and cost & profitability of service delivery. Interacts with the Accenture Account Management team, Portfolio Leads, end-client management team, delivery tower leads and across service delivery teams responsible for delivering work to the client. The CSDM Leverages Service Delivery Managers (SDM) and towers leads to drive day-to-day operations, providing leadership, coaching and direction to delivery teams to ensure alignment with client and Accenture goals, expectations, and commitments.
Key Responsibilities:
Customer Service Accountability
Focal point for client activity, serving as single point of contact for Infrastructure/Cloud / End User Services
Manage service delivery across all locations where services are provided, such as client locations, Global Delivery Network (offshore teams) and non-GDN delivery centers, external providers etc.
Manage the delivery of agreed scope of service at agreed price
Ensure the feasibility of the solution and deliver the resolution by leveraging Accenture’s full capabilities
Work with Account Management team to commit to client(s) on behalf of Delivery organization on SLA achievement demand plan and delivery schedule
Collaborate and work with the Application Delivery Team and their Leadership
Work with Account Management, Commercial Directors, and Practice Leadership to proactively:
Support identification of gaps, confirm plans, report on delivery performance, communicate operational issues and identify ways to continuously improve
Manage service quality, change orders, and recovery plans within the outsourcing contract scope
Work with appropriate delivery leaders to ensure the resources are available and committed to deliver the work
Participate in account planning and forecasting sessions within the Account Management team
Support the achievement of contract controllable income (CCI) targets and cost-to-serve targets
Achieve year on year efficiency gains in conjunction with delivery service providers
Participate in strategic discussions with client and account team to provide outsourcing expertise
Provide innovative solutions and originate new opportunities relevant to solve client needs
Participate in sales and business review meetings to support new client opportunities
Manage to Contract Operational and Financial Commitments
Ensure enablement, quality, and effectiveness
Manage to reduce costs of standard offerings, assets, processes, technologies, licenses, facilities and subcontractors
Work with delivery leaders to optimize delivery pyramid and mix and cost-to-serve including leveraging low-cost locations to optimize balance between cost and delivery targets
Deliver efficiencies through standard processes and synergies
Achieve defined SLA commitments and other financial/operational metrics
Escalate performance issues to Account Management team
Formalize delivery plans with Account Management team
Participate in solution design processes
Support solution configuration/deal shaping to ensure delivery capability will achieve client expectations
Support sales opportunities and validate expected delivery capability
Support estimation of new services/contracts and sign off on commitment to proposed SLA
Partner with Mobilization leadership and consistently execute standard on-boarding processes
Manage and Develop the Team
Directly or indirectly manage the work of team members assigned to the client(s), to achieve on-time/on-budget results
Participate in career management activities for counselees, direct reports and team members
Proactively participate in local communities
Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.
What You’ll Need:
Minimum 10+ years of IT and Operations experience
Minimum 7+ years of experience in Cloud and or Datacenter Services (compute, storage, DBA) or Network Services or Service Desk and End User Services
Minimum 7+ years working with infrastructure experience
Minimum 7+ years of experience leading, coordinating, and motivating teams
Minimum 7+ years with client relationship, expectation management, financial and contract management
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)
Bonus if you have:
Bachelor’s degree in computer science, Information Technology or Business Administration
Key Competencies:
Strategic Thinking
Leadership and People Management
Client-Focused Delivery
Financial and Contractual Acumen
Change Management
Risk Management
Vendor Management
Work Environment:
The candidate should be comfortable working in a fast-paced, dynamic environment, and be able to adapt to changing business needs.
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, Maryland, 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. (https://www.accenture.com/us-en/careers/local/total-rewards)
Role Location Annual Salary Range
California $131,100 to $338,300
Colorado $131,100 to $292,200
District of Columbia $139,600 to $311,200
New York $121,400 to $338,300
Maryland $121,400 to $270,600
Washington $139,600 to $311,200
#LI-NA-FY25
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
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.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .
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 for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.
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.
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.