Service Delivery Manager End User Services

  • 13th month + holiday allowance
  • 20 + 12 holidays
  • Hospitalization and group insurance
  • Bonus program
  • Training & learning opportunities
  • Green mobility program
  • Flexible rewards program
  • Eco-cheques
Apply now

Accenture is one of the world’s leading providers of sourcing and procurement services, we help our clients architect, build and operate high performance procurement organizations through our global and flexible solutions. At Accenture we partner with forward-thinking business leaders, of the world’s most dynamic companies, to transform procurement and drive sustainable changes to their cost structures.

As one of the leading procurement outsourcing analysts, Accenture excels at helping companies build the foundation for long-term growth. We are committed to delivering exceptional service through our exceptional people, and as an employee you’d enjoy a fulfilling career in an innovative environment where challenging and interesting work is part of daily life.

Accenture is currently seeking a Service Delivery Manager End User Services with who is looking for an exciting and challenging career with Accenture – an employer that enables you to make a real difference.

The service delivery manager End User Services is in charge of/ensures the quality of all services related to End User Services. He/she ensures that the actions taken meet the requirements of the business while taking into account IT constraints. He/she is responsible for the End User Satisfaction.

Your job

Define performance measurement indicators
  • Conduct service level reviews (KPIs) to qualify the success of services provided.
  • Propose changes in calculating these KPIs or ways of developing KPIs that are more representative of quality of service
  • Ensure that service levels are met (SLAs)
  • Ensure the relevancy of the OLAs/SLAs for new services
  • Technical validation of requests made to internal & external suppliers
  • Follow-up the execution of demands;
  • Escalate to management for non-standard demands;
  • Liaise with the Operational Change and Planning team
  • Analyze and evaluate the real service performance against the SLAs and OLAs
  • Analyze the metrics and objectives of the SLAs and OLAs

Follow-up of incidents

  • Make sure incidents are solved within defined service level
  • Act as crisis manager in case of major incident, including communication with the impacted department managers
  • Ensure the right process is followed (incident registration, communication, ..)
  • Liaise with suppliers in case of problem
Optimization of processes
  • Have a comprehensive view of the processes and conduct checks to ensure that quality is maintained to meet business needs
  • Coordinate cross-domain processes with the process managers to manage the continual improvement process
  • Ensure that the processes are adequate with the tools ( ITSM & CMDB)
  • Maintain the chain of responsibility and the resolution of IT service problems (including any escalations) on a daily basis
  • Lead change management and promotion/communication around these processes
  • Continually search for areas for improvement to ensure service efficiency and thus continually improve quality and customer satisfaction

Your team

At Accenture Operations, we have a real can-do attitude when it comes to our clients’ needs. We live in an age of rapid and dynamic technological development; future business success depends on each company's ability to adapt and evolve. 

We work with our talented international experts to understand the practical challenges of modern business and find the best way to achieve that – using our ingenuity and a set of tools that are constantly changing. Ultimately, we provide our high-profile clients with the platforms and systems they need for their business to run smoothly and operate with high performance.

Your background

  • Master's degree or equivalent through experience
  • Trilingual English-French-Dutch
  • 5 to 8 years of experience in End User Services preferably in Utilities / Energy / Nuclear
  • Team player, able to work in a collaborative way.
  • Able to work independently, takes initiative and has a problem solving focus.
  • Analytic skills (what’s best for the company, process, users).
  • Quality Minded
  • Good documentation skills
  • Good relationship and communication skills and a strategic vision
  • High regard for procedure
  • Understanding of the market
  • A synthetic mind

Our offer

Accenture is an incredible place to work - and keep learning. By joining us, you’ll become part of a global company with a world-class brand and reputation.  Besides the work we do for our clients, we’re really proud of our vibrant, diverse workplace culture: we believe in openness and honesty, fairness and equality, common sense and realism. We want to get to know the real you and help you explore and grow - whatever it is you're great at. So you will always have lots of learning opportunities (formal and informal) to improve your role-specific skills and expertise.

Besides our high-profile, challenging projects and our nurturing work environment, we offer excellent employee benefits, including:

  • 13th month + holiday allowance
  • 20 + 12 holidays
  • Laptop and smartphone
  • Hospitalization insurance and extensive group insurance package
  • Bonus program
  • Training & learning opportunities
  • Green mobility program: e-bikes, public transport, bike 2 work allowance,…
  • Flexrewards: decide on your rewards package with our flexible benefits tool
  • Discount program: get discounts at your favorite (online) shops
  • Employee shares purchase plan
  • Eco-cheques
  • And many more!

Interested?

Are you ready to join Accenture for a career where you can be yourself and do what you love? Apply now and change the world around you.

Apply now

Application process

We believe it is crucial that you know where you stand during your application, and what the next steps are. Our process is short - but thorough - and we'd like to get to know you, and see if we are a great fit. Please connect with our recruiters in case of questions.

Apply

Found a fitting vacancy or role? Great! Apply by sending in your CV and cover letter and let's get started. Contact our recruiters in case of questions, they are here to help and guide you.

First Interview

During the interview, we'd love to get to know you and see if there is a match with our brand and brand values. We will discuss your ambitions and past experiences and tell you all you want to know about the role.

Second Interview

In the second interview, our senior management would love to get to know you. We will continue to discuss your ambitions, past experiences and we can answer any question you have about the position and work at Accenture.

Offer

If we are all happy to proceed after the interviews, we'd like to make you an offer to join Accenture. We hope we can welcome you soon as a new colleague!

Onboarding

We'd like to welcome you to Accenture and are excited that you have accepted our job offer and agreed upon your start date. You will meet all the other new joiners and continue your career at Accenture.

Let's Connect

Anne-Laura Van Den Berghe