Massachusetts Education Jobs

We Are:

Accenture is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and, Interactive, Technology, and Operations services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com.

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.

The Work:

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

Work Environment:

• This role may require occasional travel to client sites and vendor locations.

• The candidate should be comfortable working in a fast-paced, dynamic environment, and be able to adapt to changing business needs.

Here’s What you Need:

Basic Qualifications:

• Minimum 15 years of IT experience

• Minimum 10 years in IT Operations

• 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 10 years of experience leading, coordinating, and motivating teams

• Minimum 10 years with client relationship & expectation management

• Minimum 10 years working with infrastructure and/or cloud technologies

• Minimum 7 years of 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 Points if You Have:

• Strategic Thinking

• Leadership and People Management

• Client-Focused Delivery

• Financial and Contractual Acumen

• Change Management

• Risk Management

• Vendor Management

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 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 $132,500 to $338,300

Colorado $132,500 to $292,200

District of Columbia $141,100 to $311,200

Illinois $122,700 to $292,200

Minnesota $132,500 to $292,200

Maryland $122,700 to $270,600

New York $122,700 to $338,300

Washington $141,100 to $311,200

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.