Boikago Human Capital Group Recruitment 2023/2024

Responsibilities:

The delivery lead is responsible for monitoring the overall success of delivery across RPA, SAP and Service Management environments.  Play an integrator role across all 3^rd parties to ensure overall success of the Digital technology department providing high quality services to the end user

• Deliver the contract not just to SLA’s but to all the additional KPI’s that have been created and agreed with the client
• Identify areas outside of Accenture scope which may be deterring the team from delivering an optimum service as well as solutions for these challenges
• Moving towards business process activities as opposed to ticket management.  Enabling pro-active maintenance
• Continue working towards a zero-incident policy by implementing Fixes, automated monitoring and pro-active maintenance activities
• Managing a team of application management specialists and ensuring they deliver high-quality services to clients
• Establishing and maintaining relationships with clients, acting as a primary point of contact for all application management related issues
• Developing and implementing processes and procedures to ensure effective and efficient delivery of services
• Monitoring service delivery performance, identifying areas for improvement, and implementing changes as needed
• Ensuring that application management services are delivered in accordance with established SLAs and KPI’s
• Maintaining an up-to-date knowledge of industry trends, technologies and best practices in application management
• Collaborating with other departments to ensure effective integration of application management services with other IT services
• Working with the client to ensure business value is added instead of just keeping the lights on
• Leading service management professionals to ensure the delivery of high-quality IT services (PMO & Service manager).
• Developing and maintaining strong relationships with customers, stakeholders, and vendors to understand their needs and requirements.
• Overseeing the planning, design, and implementation of IT service management processes, ensuring they are aligned with established industry best practices.
• Collaborating with other IT teams to ensure seamless integration of IT services with other IT systems and services.
• Managing budgets and ensuring financial performance targets are met.
• Ensuring compliance with relevant laws, regulations, audit requirements and industry standards.
• Staying up-to-date with industry trends and advancements in service management, and continuously improving service delivery processes.
• Mentoring and coaching team members to ensure their professional growth and development.
• Providing leadership and direction in the resolution of complex technical issues and problems.
• Facilitating effective communication and collaboration between internal and external stakeholders, and ensuring all parties are aware of service delivery status and any potential issues or risks.
• Review change risk and impact assessment to ensure the teams have completed these
• Authorize deployment of change from an Accenture view i.e. all quality checks & reviews completed to ensure standards are met.
• Ensure compliance with applicable information security requirements.
• Report monthly, quarterly and annually on the effectiveness of the team, including the progress of remedial actions.
• Responsible for Business continuity plan and arranging for testing of this periodically.
• Review data from the individual service delivery team leads to evaluate the effectiveness of the service delivery teams.
• Ensure continuous improvement initiatives
• Ensure KPI’s and SLA’s are all met
• Set up and manage stretch targets for the teams
• Accountable for mobilizing and on-boarding /off-boarding delivery team members
• Identify and retain key skills
• Report engagement status to the delivery leadership
• Manage all escalations
• Measure individual team members performance and manage poor performance.
• Ensure all team members capture time accurately
• Manage capacity
• Understand the contract and financial objectives of the overall engagement, providing appropriate financial inputs into Accenture financial management systems.
• Participate in Status Reporting: Managing delivery related risks and issues, communicating across the leadership team, and escalating where necessary.
• The Delivery Lead engages with client, managing expectations, and builds strong client relationship.
• On Point for the 30-60-90 day plan and its outcomes
• Strong Program/Project skills
• Deep expertise on Work Planning and Management
• Is able to provide estimates for ongoing work and validate project detailed estimates
• Is aware of Accenture Performance and Reporting processes and actively practices the same
• Resource Management
• Practices active Governance, including Issue & Risk Management and Quality Management
• Ability to collaborate with stakeholders – leverage others to achieve maximum project results
• Monitor, manage and drive all major incidents across the regions as and when these arise within the SLA’s and timelines associated with these
• Expectation at the client is to re-align the team within the current confines of the existing contract to align to the new client organizational structure
• Introduce new functionality to provide business benefits on the current version of ECC to modernize the SAP environment
• Support across multiple geographical locations Australia, India, LATAM (Brazil, Argentina, Colombia), South Africa