With its clients continuing to roll out new instances of ServiceNow and increase the number of ServiceNow applications in their organizations, Acorio, an NTT DATA company and the largest pure-play ServiceNow Consultancy, has created new roles in its service organization to support growth and better customer experience.
While digital transformation efforts have increased in organizations by over 20 percent due largely to COVID-19, in many instances, headcount has not. The new Delivery Manager positions were created to support clients facing major company-wide transformative initiatives and struggling to find the resources to keep them afloat. These Delivery Managers will ultimately be accountable for customer satisfaction, ensuring that Acorio is delivering great quality and adhering to service agreements.
“The ability to influence, empathize, and collaborate with other leaders in the organization is important for any leader, but even more so within the context of the Acorio culture,” Juliet Acuff, VP of Strategic Initiatives, Acorio, said. “Working to resolve escalations across projects, ensuring buy-in for cross-discipline initiatives, and ensuring alignment between Acorio and the client is critical.”
The new Delivery Managers, all of whom will report to Tom Sweeney, Director of Managed Services, are: Jeremiah “JJ’ Cortez, who has worked for Acorio for the last three-and-a-half years in various consulting roles; Keith Fawcett, who has held various consulting roles in the business for nearly three years; and Monica Turner, who was a Service Engagement Manager for the company for three-plus years.
The company also announced that Kathy Knowles, a tenured Program Manager, would move to the Delivery organization to oversee management of the program. In addition to her time at Acorio, Knowles has worked in Program Management at Accenture and ServiceNow, boasting deep familiarity with the company.
“It’s a terribly exciting time at Acorio, where we continue to experience tremendous growth side-by-side with ServiceNow,” Ellen Daly, Senior Vice President, Acorio, said. “These roles are invaluable to our clients, who have accelerated digital transformation initiatives during the pandemic, only to find that, oftentimes, headcount is frozen or cut. In these instance, the delivery team will step in and ensure completion of projects on time, so our clients can get back to the business of better servicing their external – and internal – clients with ServiceNow applications.”
An Elite ServiceNow partner, Acorio, an NTT DATA Services company, is the largest pure-play ServiceNow consultancy in the world. Our commitment is to our clients, to inspire and guide them to realize immediate ROI and ensure long-term success along their entire ServiceNow journey. The firm now employs over 300 employees focusing 100 percent on ServiceNow. Headquartered in Boston, MA, Acorio has nine regional hubs across the U.S. and an international presence in Spain and Australia. The consultancy serves Fortune 1000 and Global 2000 clients in multiple industries ranging from healthcare, financial services, manufacturing, to high tech and retail.