Service Delivery Ops Team Lead

As a Service Delivery Ops Team Lead at Accenture, your role involves improving workforce performance and productivity, boosting business agility, increasing revenue, and reducing costs through Cross-support in Workforce Management (WFM). You will be responsible for handling tasks such as help desk role, ticket resolution, and chat support to maximize performance levels and competency within the organization. Your key responsibilities include: - Driving activities to meet requirements such as timelines, quality, and costs, and completing tasks error-free and on time. - Supporting Operational Excellence within the team and liaising with the Operational Excellence Team as required. - Addressing quality and scope issues that may impact delivery and streamlining decision-making processes. - Understanding existing process metrics, such as SLA, OLA, and KPI, and improving the measurement system for effectiveness and transparency. - Escalating issues, seeking advice on complex problems, and ensuring Business Continuity and Disaster Recovery Plans are up to date. - Creating logical plans, realistic estimates, and schedules for activities or project segments. - Documenting progress, issues, and agreements, and performing Root Cause Analysis on issues faced. - Participating in internal or client initiatives related to the process and ensuring process dashboards are up-to-date. - Collaborating with internal and third-party stakeholders to achieve business goals. In this role, you will analyze and solve moderately complex problems, create new solutions, and understand the strategic direction set by senior management. Your primary interaction will be with your direct supervisor, and you may also interact with peers and management levels at a client or within Accenture. Guidance will be provided when determining methods and procedures for new assignments, and decisions made by you will often impact the team. You may manage small teams or work efforts at a client or within Accenture, and the role may require you to work in rotational shifts. Qualifications: - Graduation in any field - 7 to 11 years of experience in HRO processes supported by Accenture Please visit www.accenture.com for more information about Accenture and its services.,