Service Delivery Lead

• Lead the Delivery Centre Operation team (approx. 15 FTEs in Bratislava) as a high performing Procurement services operation. Drive service delivery through maximising team and individual performance.
• Attract and retain high quality procurement talent into the Delivery Centre Global Sourcing team.
• Lead and motivate team through agreeing clear roles and responsibilities, and setting of achievable goals aligned to the above objectives. Review team and individual performance against these objectives on a regular basis.
• Identify and implement training and development plans for the team and individuals to ensure the achievement of the above objectives, and also the individual development needs of each team member.
• Ensure team is fully conversant with Accenture Sourcing and Procurement Operations processes, as defined by the Accenture “Operational Excellence” methodology.
Work with Account Delivery Management and Commercial Directors to proactively:

• Address performance issues, communicate operational issues and continuous improvement ideas
• Manage supply and demand, service quality, change orders, and recovery plans within outsourcing contract scope
• Understand the levers to make targets including six sigma, operational excellence, etc.
• Participate in outsourcing account quality review process, engage appropriately in the Accenture Quality Assurance program
• Maintain day to day client user relationships
• Achieve contract controllable income (CCI) targets, forecasts, puts/takes
• Achieve year over year HC reductions/efficiencies in line with delivery plan

Manage to Contract Operational & Financial Commitments

• Manage & reduce costs of standard service delivery, facilities, and infrastructure
• Manage recruiting, staffing, pyramid, mix, utilization, and capacity of service delivery staff to optimize balance between cost and delivery targets.
• Deliver efficiencies through standard processes and synergies
• Achieve defined SLA commitments and other financial/operational metrics for in-scope activities
• Escalate performance issues to Global Delivery Lead and Account Delivery Management (OADM)
• Formalize delivery plans with GDL, OADM and OADT
• Manage account technology & environment needs with internal and external providers

• Strong leadership and communication skills
• Strong analytical and data management skills, ideally proven in a Sourcing and Procurement Operations/Accounting context.
• Strong process management and improvement skills. Ideally formally trained and experienced in Six Sigma / Lean process management methodology.
• Good financial and budgeting skills • Fluent in written and verbal English and German language
• Able to drive performance and improvement across the Global Sourcing team in partnership with Client-Facing and Delivery Centre colleagues.
• Able to play a credible leadership role in a virtual international team of Procurement professionals. Able to operate successfully in a complex matrix environment with multiple reporting lines and stakeholders.
• Strong international and cross cultural experience and aptitude • Five (to Ten years) experience desired, due to the complex and challenging nature of this role. Quality of experience more important than quantity.


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