Client Service Delivery

Accenture; Nechells; On-site; GBP 90,000 - 130,000; Full time

Job summary

Accenture in the West Midlands (Birmingham) is seeking a Senior Manager for Client Service Delivery to oversee end-to-end infrastructure and cloud service delivery. You will lead cross-functional teams, drive improvements, and ensure SLA-driven performance with a focus on AI-enabled operations.

The role emphasizes stakeholder management, governance, and data-driven automation using Dynatrace, ServiceNow, Datadog, and Splunk IT Service Intelligence to enhance reliability and cost efficiency.

Qualifications

• Experience in service delivery within infrastructure and cloud environments.
• Strong understanding of IT Managed Services frameworks.
• Hands-on experience with AIOps tools such as Dynatrace and ServiceNow.
• Familiarity with observability tools (Datadog, New Relic, Elastic).
• Knowledge of event analytics tools such as Splunk IT Service Intelligence and Moogsoft.
• Experience in stakeholder and client management.
• Financial management, cost optimisation, and business case development experience.
• Understanding of data protection, compliance, and security controls.

Responsibilities

• Own full lifecycle service delivery across infrastructure and cloud environments.
• Leverage AIOps and observability tools to monitor service health and performance.
• Coordinate across internal teams, vendors, and stakeholders to ensure delivery.
• Act as the primary point of contact for service delivery and client relationships.
• Translate technical insights into business value and outcomes.
• Analyse metrics to identify opportunities for continuous improvement.
• Deliver AI-enhanced reporting with predictive insights using analytics tools.
• Lead governance forums and performance reviews.
• Promote adoption of AIOps and automation across teams.
• Support audits and assurance activities related to AI-enabled service delivery.

Skills

Service Delivery

Stakeholder management

Client management

Agile Delivery

DevOps

FinOps

Cost optimization

Data-driven decision-making

On-call rotations

Tools

Dynatrace

ServiceNow

Datadog

New Relic

Elastic

Moogsoft

Splunk IT Service Intelligence

Job description

Job Title: Client Service Delivery, Sr Manager

Location: West Midlands (Birmingham)

Please note:

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.

Company Overview

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services..

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

As a Team

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.

Key Responsibilities

Service Delivery Management

• 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 proactively monitor service health and performance.
• Utilise predictive alerting and anomaly detection to prevent incidents and optimise delivery priorities.
• Coordinate across internal teams, vendors, and stakeholders to ensure seamless delivery.

Client Communication

• 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 and demonstrate the value of platforms such as ServiceNow AIOps, Dynatrace, and Splunk IT Service Intelligence.

Service Improvement

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

Documentation and Reporting

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

Team Collaboration

• Work closely with cross-functional teams including IT, DevOps, 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.

Risk Management

• Act as escalation lead for major incidents, service risks, and client concerns, including participation in on-call rotations.
• Use event correlation and root cause analysis tools such as Moogsoft, BigPanda, and Splunk IT Service Intelligence to accelerate resolution.
• Proactively identify and mitigate risks using data-driven insights.

Compliance

• Ensure adherence to client data protection, security, and regulatory requirements.
• Govern access to operational data used within AIOps and monitoring platforms.
• Support audits and assurance activities related to AI-enabled service delivery.

Automation & Tooling

• Implement and optimise AIOps and automation capabilities to enable proactive and self-healing operations.
• Drive intelligent alerting, event correlation, and automated remediation.
• Leverage AI-driven dashboards for performance, cost, and efficiency insights (e.g. within ServiceNow or Datadog).
• Support business cases for AIOps and automation investment.

Ideally, you’ll have:

• Experience in Service Delivery within infrastructure and cloud environments
• Strong understanding of IT Managed Services frameworks
• Hands‑on experience with AIOps tools such as Dynatrace and ServiceNow
• Familiarity with observability tools (e.g. Datadog, New Relic, Elastic)
• Knowledge of event analytics tools such as Splunk IT Service Intelligence and Moogsoft
• Experience in stakeholder and client management
• Financial management, cost optimisation, and business case development experience
• Understanding of data protection, compliance, and security controls

Set yourself apart:

• You will have a culture of learning and completing relevant training and certifications.
• Experience in Agile Delivery, Project management, DevOps, FinOps.
• Know how to manage customer expectations with customer‑facing experience.
• Good understanding of Service Management Principals, such as ITIL V4 and alignment with ISO20k,
• Experience with AI Ops tools, frameworks, and implementation strategies.
• Knowledge of AI-enabled automation and monitoring solutions.
• Awareness of Site Reliability Engineering principles and practices.

About Accenture

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.