Field Service Ops Technology Delivery Lead

We Are:

Accenture Songa new breed of agency thats all about the Experience. For us, customer experience is not an add-on; its foundational to who we are and how we empower our clients. As the worlds largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make peoples lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the worlds greatest experiences. Visit us here to learn more about what makes us the Experience Agency.

The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brands voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

Job Description:

We are looking for a highly effective field service capability technology Delivery Lead to join our Song team. An individual filling this role will be responsible for the overall success of field service technology focused Service Experience programs, focusing on the client relationship, financials, project delivery, resourcing, and overall program health. Ideal candidates will have a consulting background and will have experience managing programs that combine strategy, field service experience design, and technology architecture & delivery disciplines.

The work:

• Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex, global and large-scale Service solutions crossing customer channels and service center Backoffice service solutions.
• Develops strong working relationships with the senior management team and identifies follow-on project opportunities
• Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning
• Manages day to day on-shore and off-shore project teams during the project lifecycle
• Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
• Manages experience-led teams in developing strategic vision and creative UI/UX design
• Manages and contributes to development of the platform migration and global roll out strategy and execution
• Interacts with client stakeholders for business justification, funding, scope and timeline
• Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources

Travel: As required for client support.

Location: Primary residency within 90 minutes of an approved Accenture office

Basic Qualifications:

• Minimum 7+ years of experience leading the successful delivery of Field Service platform architecture and delivery projects
• Minimum 7+ years of experience delivering projects which have integrated one or more of the functional capabilities listed below:
  • Field service platform suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, ServiceMax
  • Service Delivery enablement (field worker, 3rd party management)
  • Distributed Service support networks
  • AI powered service operations

Bonus points:

• Experience with Service Delivery Operations (Service Center, Call Center, Field Service Operations)
• Minimum 5 years of experience with both Waterfall and Agile SDLC, implementing large, complex web sites, commerce applications or marketing automation platforms.
• Experience with Service channel experience design, implementation and execution
• Experience with defining, designing and implementing a development architecture leveraging CI/CD principles
• Strong knowledge of project management methodology including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings
• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams
• Experience in a consulting environment with demonstrated track record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)
• Experience working with clients in the CMT (Communications, Media, Technology) space
• Bachelor's degree

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, Maryland, 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.

Role Location Annual Salary Range

California $93,400 to $266,300

Colorado $93,400 to $230,000

District of Columbia $99,500 to $245,000

New York $86,500 to $266,300

Maryland $86,500 to $213,000

Washington $99,500 to $245,000

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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.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.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of theAccenture Equal Opportunity and Affirmative Action Policy Statement

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

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.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

Please read Accentures Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.