Client Service Delivery Associate Manager – Incident Management

Employer: Accenture
  • Customer Support - Client Service
  • Job type: full-time
    Job level: Manager
  • Updated at: 08.02.2018
    Short company description

    Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.

    Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 411,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

    We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.

    Our headquarter office is located in Bucharest, at Westgate Office Park, and we deliver services to our clients from the following offices:

    • Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1
    • Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1
    • Cluj-Napoca - Sigma Business Center, Republicii St., No. 109
    • Targu Mures - Multinvest Business Center, Aurel Filimon St., No. 19A
    • Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1
    • Timisoara - City Business Centre, Brediceanu St., No. 10
    • Iasi - United Business Center 3 - C1, Palas St., No. 7B-7C


    -Bachelor degree or 3 years diploma with preferable experience on Service Now / any ticketing system
    -Excellent English communication skills (Written and Oral)
    -Excellent Written communication skills with email etiquettes
    -Good People management skills and feedback giving skills
    -Self-motivated and capability to motivate teams/ colleagues
    -Must have Problem-solving and Analytical skills
    -Proficient with Microsoft Excel reporting and Microsoft PowerPoint presentations
    Client/Customer handling experience
    -Proficient in Metrics and Reporting
    -5 years of relevant experience (predominantly Incident Management/Client service support)
    -Minimum 3-4 years of Team handling experience
    -Prior experience in Service Now/any ticketing tool is highly preferred
    -Possess excellent analytical skills and team player skills
    -Familiar in client facing activities


    • Build & Maintain good relationship with EMEA TAM and other Client stakeholders
    • Manage teams working in different queues
    • Prepare and maintain daily Internal and External reports
    • Lead daily/weekly/monthly calls for the respective queues
    • Manage escalations (Emails and Phone

    Other info

    We offer:
    - Attractive benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription;
    - Access to a global network of knowledge and resources;
    - Extensive training through a variety of methods – online, classroom, etc;
    - Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries;
    - An experienced Career Counselor to guide you and check on your progress;
    - Interesting and challenging work for the world’s leading companies – our clients;
    - Professional growth opportunities that recognize individual contributions and performance;
    - A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life;
    - Relocation package for candidates from other cities/ countries (if applicable).