Junior Infrastructure Service Delivery Lead
Accenture Belgium
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Résumé du poste
Accenture Belgium is hiring a Junior Infrastructure Service Delivery Lead to help manage IT infrastructure services and ensure SLAs are met. You will coordinate technical teams, prepare performance reports, and drive continuous service improvements, including AI-enabled delivery practices.
This entry-level role offers exposure to ITSM, cloud management, and client relationships within a high-volume consulting and managed services environment.
Qualifications
- Experience with ITIL processes (Incident, Problem, Change, SLA).
- Familiarity with ITSM tools such as ServiceNow or Jira Service Management.
- Basic knowledge of IT infrastructure components: servers, networking, cloud, and end-user computing.
- Strong organizational skills and ability to manage multiple priorities in a dynamic environment.
- Excellent communication and stakeholder management skills.
- Analytical mindset for interpreting service performance data and identifying trends.
- Customer-focused attitude with a strong commitment to service quality.
Responsabilités
- Monitor and manage IT infrastructure service delivery against defined SLAs.
- Coordinate with cloud, networking, and workplace teams for incident and problem resolution.
- Assist in preparing service performance reports and dashboards for internal and client stakeholders.
- Participate in service review meetings and contribute to tracking continuous improvement action plans.
- Support the management of service requests, changes, and escalations through ITSM platforms (ServiceNow, Jira SM).
- Maintain service delivery documentation: process guides, knowledge base articles, and SOPs.
- Contribute to onboarding activities for new infrastructure service contracts.
- Gather client feedback and identify areas for service quality enhancement.
- Track service improvement initiatives and contribute to their implementation.
- Collaborate with technical teams and vendors to ensure operational continuity.
Connaissances
Outils
Description du poste
As a Junior Infrastructure Service Delivery Lead, you will contribute to the operational management of IT infrastructure services delivered to our clients, ensuring that services meet contractual Service Level Agreements (SLAs). You will support the coordination of technical teams, the preparation of service performance reports, and the tracking of continuous service improvement initiatives. You will also support the adoption of AI-first delivery practices, embedding AI, GenAI, AIOps, and intelligent automation into service operations to enhance efficiency, service quality, and user experience.
As a Junior Infrastructure Service Delivery Lead, you will contribute to the operational management of IT infrastructure services delivered to our clients, ensuring that services meet contractual Service Level Agreements (SLAs). You will support the coordination of technical teams, the preparation of service performance reports, and the tracking of continuous service improvement initiatives. You will also support the adoption of AI-first delivery practices, embedding AI, GenAI, AIOps, and intelligent automation into service operations to enhance efficiency, service quality, and user experience.
This role is an excellent entry point for professionals looking to develop ITSM, cloud service management, and client relationship skills within a high-volume consulting and managed services environment.
- Support the monitoring and management of IT infrastructure service delivery against defined SLAs.
- Coordinate with technical teams (cloud, networking, workplace) for incident and problem resolution.
- Assist in preparing service performance reports and dashboards for internal and client stakeholders.
- Participate in service review meetings and contribute to the tracking of continuous improvement action plans.
- Support the management of service requests, changes, and escalations through ITSM platforms (ServiceNow, Jira SM).
- Maintain service delivery documentation: process guides, knowledge base articles, and SOPs.
- Contribute to onboarding activities for new infrastructure service contracts.
- Gather client feedback and identify areas for service quality enhancement.
- Track service improvement initiatives and contribute to their implementation.
- Collaborate with technical teams and vendors to ensure operational continuity.
Accenture is a leading global professional services company that helps organizations build their digital core, optimize operations, accelerate growth and enhance services. We combine deep industry expertise with advanced technology capabilities in cloud, data & AI, security and intelligent platforms.
In Belgium and Luxembourg, our teams work with leading organizations across the public and private sectors to drive innovation, improve business performance and deliver meaningful outcomes through technology.
Within the Intelligent Infrastructure Services practice, part of Digital Core Reinvention, you will join a team of specialists dedicated to transforming the technology foundations of our clients. Our scope spans cloud architecture and migration, AI applied to infrastructure, managed service excellence and digital workplace transformation.
- Fluency in English and French and/or Dutch is required.
- Ability to work effectively in an international and multicultural environment.
- Understanding of ITIL principles: Incident, Problem, Change, and Service Level Management.
- Familiarity with ITSM tools such as ServiceNow or Jira Service Management.
- Basic knowledge of IT infrastructure components: servers, networking, cloud, and end-user computing.
- Strong organisational skills and ability to manage multiple priorities in a dynamic environment.
- Excellent communication and stakeholder management skills.
- Analytical mindset for interpreting service performance data and identifying trends.
- Customer-focused attitude with a strong commitment to service quality.
- Exposure to cloud infrastructure services (AWS, Azure, or GCP).
- Basic knowledge of DevOps or Agile delivery methodologies.
- Experience with monitoring and observability tools (Grafana, Datadog, Dynatrace).
- Familiarity with vendor management or supplier governance processes.
- Experience in a client-facing IT support or service desk role.
- ITIL 4 Foundation.
- Industry-recognized certification in cloud fundamentals and cloud operations.
- ServiceNow Certified System Administrator (CSA) — desirable.
- Project Management: CAPM or equivalent.
- Candidates must be citizens of a NATO member country.
- Candidates must be eligible to work in Belgium.
At Accenture, we are committed to creating an inclusive and supportive workplace that values diversity and promotes growth for all. As you join our global company with a world-class brand and reputation, we want to assure you that you will be part of a vibrant, diverse workplace culture. We firmly believe in openness and honesty, fairness and equality, and we celebrate the unique contributions of every individual. We are dedicated to getting to know the real you and supporting your personal and professional growth, so you can excel in whatever you're great at. At Accenture, learning is a continuous journey, and we provide numerous learning opportunities, both formal and informal, to enhance your role‑specific skills and expertise.
Beyond the impactful work we do for our clients and the nurturing work environment we provide, we offer a range of excellent employee benefits designed to cater to your diverse needs and well‑being.
- 13th month + holiday allowance: Ensuring financial stability and recognition for your hard work.
- 20 + 12 holidays: Providing ample time to recharge and spend quality moments with loved ones.
- Laptop and smartphone: Equipping you with the necessary tools to excel in your role, regardless of location.
- Hospitalization insurance and extensive group insurance package: Prioritizing your health and well‑being, so you can focus on what matters most.
- Extensive level of flexibility: Allowing you to decide
- Bonus program: Recognizing and rewarding your exceptional contributions to the team's success.
- Training & learning opportunities: Encouraging continuous growth and skill development to reach your full potential.
- Green mobility program: Supporting environmentally friendly commuting options like e-bikes, public transport, bike 2 work allowance, and more.
- Flexrewards: Empowering you to customize your rewards package with our flexible benefits tool to suit your individual needs.
- Discount program: Offering discounts at your favorite online shops, so you can enjoy life outside of work.
- Employee shares purchase plan: Providing an opportunity to become a stakeholder in the company's success.
- Eco-cheques: Promoting sustainable living and environmentally conscious choices.
- And many more!
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