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Service Level Agreement /SLA Expert Architect - Location Negotiable

Company: Accenture
Location: Bentonville
Posted on: April 2, 2024

Job Description:

We Are

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent and innovation led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability.

There is never a typical day at Accenture, but that's why we love it here! This is an extraordinary chance to create a rewarding career at Accenture Technology. Working in a digitally driven, innovation-led environment where you can help clients shift to the New using leading-edge technologies on some of the coolest projects you can imagine.

The Work

Application Services Performance Management (Guidance/Leadership/Implementation) component of the Delivery Capabilities is a response to the growing demand for validation of complex, high risk performance requirements coming from clients and Third Party Advisors against the industry both during sales and delivery. The Performance Commitments Architect role at this level is the thought leader across the areas of performance commitments expertise/ capability and will be responsible for defining and maintaining Accenture's position on Performance Management guiding the proposal response and solution during sales cycle, negotiations, contracting, and on-going delivery of services. The Performance Commitments Architect will provide advice, coaching, and leadership to solution architects/ proposal teams and operational units on Performance Management across all areas of Performance Management, as well as be the SME in these areas with clients.

Performance Management capability areas include:

Benchmarking Metrics & Performance Management Program Baselining Service Level Methodology & Measures Penalty structures & Risk Assessment

The role is part of the overall Performance Commitments Architect Team (PCAT) function within the Application Services Solution Architect area, reporting to the Application Services Solution Architect Lead.

The Primary responsibilities of the Performance Commitments Architect is to provide support for AS Solution Architects, and Operational Units planning or implementing complex, high risk Performance Management programs that Accenture is able to deliver with any risks mitigated. This includes responding/supporting RPF development, client/unit discussions/education, and operational execution of benchmarking activities. This includes:

Provide Proposal/Solution Design Support including:

  • Provide guidance and advice to proposal teams on appropriate SLAs, frameworks, terms and conditions and recommended response to client requirements. Analyze the risk associated with requested Service Levels and terms, work through mitigations and response strategy with the sales team and solution architects.

  • Own the contractual performance commitments response and negotiations

  • Working with senior client and unit management to advise on pitfalls/shortcomings of some approaches based on our experiences and/or;

  • Participate in client orals and negotiations or other sessions as a SME around metrics, productivity, and benchmarking



    Provide Implementation Support including:

    • Bring to bear relationships with top tier benchmarking and function point measurement providers

    • Craft/tailor recommended Performance Management / Benchmarking approach

    • Perform gap assessment of data and tool requirements based on approach

    • Work with client and project teams to prepare and execute Performance Management activities



      Work with Industry Vendors to:

      • Develop/Maintain Relationships for engaging in benchmarking/ function point counting activities

      • Clearly define operating agreements and/or;

      • Defining standard/consistent processes for engaging in benchmarking activities

      • Work with/influence vendors on approaches to evolve benchmarking towards quantifying a more robust picture of value delivered.



        Travel may be required for this role. The amount of travel will vary from 0 to 25% depending on business need and client requirements.

        Here's What You Need

        • Minimum of 5 years of experience in Extensive Metrics / SLA - Service Level Agreement / Performance Management / Operation Experience

        • Minimum of 5 years of Applications Outsourcing

        • Minimum 5 years of experience solving Ambiguous Problems & Negotiating

        • Minimum of 5 years of experience with Terms of Condition on AD / AM / SI

        • Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience)



          Bonus points if you have:

          • Function Point Experience

          • Productivity Measurement Experience

          • IFPUB Certification

          • Knowledge of benchmarking Vendors/methodologies

          • Expertise in Application Maintenance (AM) and Application Development (AD)

          • Expertise/Experience in AO/AD/SI and ability to give an Industry view of application portfolio/application transformation.

          • Very good interpersonal and communication skills, the ability to influence and build relationships with key stakeholders.

          • Good understanding of the application and infrastructure ecosystem in terms of Products and Technologies.

          • Ability to understand client business and technology drivers- business IT alignment.

          • Strong capability to estimate, size, and come up with dependencies/assumptions in solutioning.

          • Ability to work across levels at the client; exposure to NA geography is a good additional skill

          • Strong aptitude to be an individual contributor.

          • Expertise on Application Maintenance /Systems Integration/ Application Development Solutioning.

          • Experience in one or two major industries (utilities/chemicals/oil-gas, consumer goods/manufacturing/retail/pharma/life sciences, comms media and technology, health and public services, financial services).



            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, 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 $131,100 to $302,400

            Colorado $131,100 to $261,300

            New York $121,400 to $302,400

            Washington $139,600 to $278,200

            What We Believe

            We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

            Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

            Equal Employment Opportunity Statement



            Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

            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.

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

            For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement .

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

            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.

            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.

Keywords: Accenture, Rogers , Service Level Agreement /SLA Expert Architect - Location Negotiable, Professions , Bentonville, Arkansas

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