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Service Delivery Lead

Job Description

Do you love managing impactful services that solve significant global business problems?  Are you a seasoned, energetic delivery leader with strong business acumen?  Do you thrive in a global environment filled with ambiguity and adventure?  Are you ready to make significant and measurable impact in support of Microsoft Services? 


To support our focus on optimizing employee experience, productivity and cost, the GPO Pursuit Strategy and Governance team will hire a qualified Service Delivery Lead to oversee the delivery and support the design of world-class internal services for Sales and Pursuit Leads. In this hands-on role, you will actively manage the delivery and support the enhancements of services that yield positive business impact.  You will partner with the Service Strategy Lead and vendor delivery leads to address escalations and support the continuous improvement of efficient, effective global services in support of field employees.  You own the run state of these services and ensure that they are running as expected.  


This is a high visibility role, with direct support of performance and operational accountability of vendor/managed service teams performing the daily operational activities. You will also act as a custodian of the business who will ensure support for the accuracy and compliance of various business processes. Having prior experience in Microsoft Consulting Services is a significant enabler. 


Success in this role will require a high degree operational experience and the ability to deal with ambiguity; ensuring that priorities are managed within a recognized period of time. If you are a highly energetic, customer/delivery-focused person with strong grounding in business processes, proven track record of engaging with global stakeholders across levels and looking for an exciting new career challenge, then this is the role for you.  


Location/Travel: This opportunity is located in San Jose, Costa Rica or Bucharest, Romania. Routine travel is expected to be minimal; international travel in support of projects and organizational alignment will be occasional (approximately 10%). 



  • Manage escalations by defining root cause, corrective actions and methods for remediation effectiveness 
  • Maintain good working relationship with Accenture GSO, Delivery Leads, and Team Leads to identify issues and land change with Accenture Delivery team 
  • Own quality delivery of each assigned service through the support of Accenture partners 
  • Collect data and create reports on service performance to elevate issues, identify trends and actions 
  • Accountable for train the trainer and driving the launch of service enhancements and changes 
  • Manage and provide Hypercare support for major change to assigned services 
  • Take responsibility for on backlog items that do not require service redesign (defined as “moderates” and “minors”) and land delivery changes with Accenture GSO or Team Lead 
  • Support Service Strategy Manager in major service enhancements and redesign work 


Detailed Responsibilities 



  • Be responsible for all escalations coming from Accenture delivery, putting customer first to remediate any issues 
  • Examine root cause and trends so that issues may be avoided in the future 


  • Identify trends in delivery volume and performance and suggest opportunities for enhancements or more tailored communications
  • Examine escalations to determine root cause so that they can be avoided in the future 
  • Review quality metrics to determine if Accenture is on track and meeting its quality and SLAs, provide feedback to Accenture delivery leads where appropriate  


  • Ensure all Accenture delivery leads and specialists understand the current processes and any process updates, taking ownership of all train-the-trainer sessions 
  • Liaise between delivery, reporting, training and business owners to ensure clear communication, understanding of service offerings and ultimately, project success 
  • Provide visibility into status of upcoming improvements to partners 


  • Coordinate with Service Strategy Lead and participate in the scrum team to plan, prioritize and implement major changes 
  • Work with Accenture GSO and delivery leads to implement moderate and minor service changes that don’t require Service Strategy Lead involvement 
  • Refine and increase the value of service offerings over time 
  • Retain management of service experience throughout the lifecycle receiving feedback and making necessary improvements, drive maintenance and problem resolution, as required
  • Validate projects after deployment to ensure they meet all operational and business requirements 
  • Influence future tool upgrades to support automation objectives 

Specialist Experience

The ideal candidate will have demonstrated the following:

  • Strong business acumen with in-depth understanding of processes and nuances in the Lead to Order space
  • Ability to look at the world through the eyes of others and interpret business needs in a way that drives the success of others
  • Exceptional customer focus with a strong drive to proactively engage with business and help them improve business processes
  • Strong analytical and problem-solving ability especially using data/insights to zero in on problem statements and solving them
  • Ability to negotiate and provide alternative business solutions
  • Strong communication skills (both written and verbal), good collaboration and negotiation skills, and the ability to work effectively across groups
  • Attention to detail, highly organized and strong process-focused aptitude
  • Strong organizational skills and ability to positively influence others
  • Able to think creatively, be analytically minded, objective and independent,
  • Can deal with ambiguity and thrive in a highly dynamic fast paced environment
  • Project Management skills (PMP certification will be a big plus)
  • Microsoft Global Services experience preferred

    Essential qualities include:

  • Experience building a design led thinking capability
  • Conflict / Negotiation management – demonstrated influencing skills
  • Strong written/oral communication skills along with desire and ability to communicate with business leaders through all levels and functions within the organization.
  • High energy and a “can do” attitude. Ability to motivate self and others

    Basic Qualifications:

  • Bachelor’s degree required, MBA a plus
  • 8+ years of relevant business experience or operations management



Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.


Job Summary

Bucharest / San Jose
  • Costa Rica
  • Romania
  • Technology
Job Type
  • Full-time
  • Negotiable
17 September 2019
Applications Deadline
15 November 2019

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