The Service Delivery Lead ensures project level performance against SLAs and KPIs including metric reporting on team performance.

• Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching

• Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders

• Coach, performance development, mentoring, and general career counselling for team leads

• Ensure results with the highest possible standard of quality and delivery

• Deliver on hiring requirements and managing attrition for the regional delivery center

• Drive insights gathering from team members to improve quality and processes

• Work within multiple teams across both Accenture and our client to execute and deliver

• Develop a culture of continuous improvement across the teams in the global delivery network

• Lead and develop global initiatives

• Manage and eliminate service delivery issues in a timely and proactive manner

• Manage supply and demand, service quality and processes to meet delivery expectations

• Implement the levers to consistently achieve performance targets

Role Requirements:

• This is an onsite in San Antonio, TX

• Must be flexible to work any shift between 6:00 am 12:00 am CT including weekends and holidays

• The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion