Workplace and Technology Services Lead

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Job Description


JOB PURPOSE

The Workplace and Technology Services (AWS/TS:L) Lead is accountable for the delivery of the Workplace business operations, local technology support and executive support services on site across the multiple Accenture LLP locations in the Nordic market unit. These services include executive support services, customer service activities such as audio-visual support, local technology support services, catering, document services, switchboard services, reception services, floor support services, space utilization management, as well as facility and building management services such as asset management, engineering, building and maintenance services, cleaning, mail delivery and logistics and/or storage services.

The AWS/TS:L Lead sets the strategic direction and vision for Workplace and Technology Services across the Nordic business ensuring service delivery aligns and responds to the strategic objectives of both global Workplace/ISA/CIO and the local business entities. The role sets policies and establishes short and long term goals across areas of responsibility, which substantially impact budgets and operations for many years. The AWS/TS:L Lead ensures all activities meet/exceed service level requirements within budget targets. The role may also drive and support new client contract and acquisition business activity as required.

The role reports to the MU GS Lead with particular emphasis on establishing and maintaining a service management framework for effective delivery, management and reporting across the Nordic region.

PRINCIPLE RESPONSIBILITIES AND ACCOUNTABILITIES


People and Performance Management

  • Provides leadership, direction, development and employee supervision within all matters related to facility operations, local technology support and executive support services, including scope/quality of services, across all Accenture business entities in the Nordics market unit (including succession planning and training strategy).
  • Direct and manage the related life safety and security of our offices and people associated with those offices, including emergency management, asset protection and information security; ensuring that all operations are safe, secure and meet all required Health and Safety requirements
  • Oversees the work of IT and/or maintenance staff to ensure that all work is completed on time, within budget, and to client requirements.


Service Management

  • Drive internal and external customer satisfaction and work closely with key leaders to measure and increase satisfaction; maintain open and proactive communication with all levels of management
  • Manages service lines to achieve agreed metrics.
  • Ensure the delivery of services is in line with predefined standards. This may involve periodically reviewing the strategic service model and adapting to the changing needs of our all Accenture businesses and increasingly mobile workforce


Strategy

  • Develops and agrees strategic plans, deliverables, service levels and associated policies with key senior stakeholders across the business
  • Sets the strategy for how service is delivered by AWS and TS:L functions
  • Conveys AWS/TS:L vision and strategy to direct reports and the broader AWS/TS:L teams in a clear and concise manner that facilitates its transition to local priorities and deliverables


Financial Management

  • Establish and oversee the Workplace Solutions and Local Technology operating budgets, including monthly variance analysis, annual/quarterly forecasting and long-term planning (circa $30m excluding personnel cost.)
  • Ensures compliance with Accenture’s procurement and payment policies
  • Identifies cost containment opportunities in order to reduce costs and programme operating expenses


Change Management

  • Manage new or changes to, existing operating models, technologies and business applications to continually support Accenture's Workplace Solutions strategy
  • Takes necessary steps to identify changes required to service provision and resource structure to meet changing customer needs
  • Takes proactive and appropriate action to implement identified changes

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Qualifications


What skills & experience are we looking for?

Must have

  • Strong leadership and motivational skills and ability to foster and/or build a teaming and collaboration environment
  • Business and technical acumen – ability to understand Accenture’s business and strategy including knowledge of general technical concepts and systems. Experience from the business side a strong plus.
  • Workplace or technical IT operations background and/or customer service delivery industry experience (8+ years)
  • 5 + years supervising and managing teams in a professional services or hospitality environment including facility operations and/or customer service delivery
  • Superior interpersonal and customer relationship skills and stakeholder management skills
  • Strong English communication skills both orally and in writing
  • Excellent problem solving and decision-making skills
  • Strong project and change management skills, including continuous improvement methodologies
  • Experience and success in managing multi-geographical and virtual teams


Good to have

  • Familiarity with real estate projects, fit out and construction
  • Strong vendor management skills
  • Hospitality industry or similar background
  • Ability to manage operating and capital budgets
  • Human Resources or Change Management experience
  • SLA Definition and Tracking
  • Staffing and Recruiting


Standard working hours for the country typically apply, however a flexible working attitude is required on occasion when managing operational issues and key priorities. Homeworking is available in this role. The role can be based in any of the Nordic countries.

Accenture welcomes and encourages applications from diverse backgrounds related to gender, ethnicity, culture, age etc. We provide an environment of inclusion and diversity where everyone brings distinct experience, talent and culture to their work. We invite you to be part of this diversity!

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Information og data

Denne ledige stilling har jobtypen "Kundeservicemedarbejder", og befinder sig i kategorien "Kontor, handel og service".

Arbejdsstedet er beliggende i København

Jobbet er oprettet på vores service den 4.3.2020, men kan have været deaktiveret og genaktiveret igen.

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Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
  • Kundeservicemedarbejder
  • København
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