Client Service Delivery, Sr Manager

Job Description

Job Title: Client Service Delivery, Sr Manager

Location: West Midlands (Birmingham)

Salary: Competitive

Career Level: CL6

Any offer of employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history (typically including no periods of 30 consecutive days or more spent outside of the UK) at the point of application.

Accenture is a leading global professional services company,providinga broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities acrossall oftheseservices..

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity.

Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

“Across the globe, one thing is universally true of the people of Accenture:
We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” - Julie Sweet, Accenture CEO

You will be part of the Service Delivery Team responsible for the end-to-end delivery of infrastructure and cloud services to our clients.

Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights.

This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting-edge technologies, and a global network of experts.

• Own full lifecycle service delivery across infrastructure and cloud environments, ensuring alignment to SLAs, KPIs, scope, and cost.
• Leverage AIOps and observability tools (e.g.Dynatrace, Datadog, New Relic, Elastic) to proactivelymonitorservice health and performance.
• Utilise predictive alerting and anomaly detection to prevent incidents andoptimisedelivery priorities.
• Coordinate across internal teams, vendors, and stakeholders to ensure seamless delivery.

• Act as the primary point of contact for service delivery, building strong, trusted client relationships.
• Translate technical insights into clear business value, highlighting outcomes such as improved reliability and reduced Mean Time To Recover  (MTTR).
• Communicate the impact of AI-driven service management anddemonstratethe value of platforms such as Service Now AIOps, Dynatrace, and Splunk IT Service Intelligence.

• Analyse service metrics and trends toidentifyopportunities for continuous improvement.
• Embed incident learnings into automation workflows and prevention models.
• Use AIOps insights to improve service availability, performance, and reliability.
• Driveoptimisationthrough data-led decision-making and proactive operations.

• Establish and lead governance forums, service reviews, and performance discussions.
• Deliver AI-enhanced reporting, including predictive insights and trend analysis using tools such as Service Now Performance Analytics, Azure Monitor, and AWS Dev Ops Guru.
• Ensure transparency and governance in AI usage within service delivery.

• Work closely with cross-functional teams including IT, Dev Ops, and business units.
• Promote adoption of AIOps and automation tools across operational teams.
• Encourage skills development in data-driven and AI-assisted service management.
• Foster collaboration and knowledge sharing to drive service excellence.

• Act as escalationleadformajor incidents, service risks, and client concerns, including…