Client Service Delivery, Sr Manager

Accenture Infrastructure and Capital Projects, LLC; Birmingham; On-site; GBP 90,000 - 140,000; Full time

Job summary

Accenture is seeking a Client Service Delivery Senior Manager to lead end-to-end infrastructure and cloud service delivery from the West Midlands (Birmingham) office. The role focuses on SLAs, KPIs, cost control, and leveraging AIOps to improve service health and reliability.

You will drive client relationships, translate technical insights into business value, and coordinate across vendors and internal teams while promoting automation, governance, and proactive operations.

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 (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.

Responsibilities

• Own full lifecycle service delivery across infrastructure and cloud environments.
• Use AIOps and observability tools to monitor service health and performance.
• Coordinate across internal teams, vendors, and stakeholders.
• Act as primary point of contact for service delivery and client relationships.
• Translate technical insights into business value and outcomes.
• Deliver AI-enabled reporting and performance analytics.
• Lead governance forums and performance reviews.
• Promote adoption of AIOps and automation tools.
• Drive proactive operations and incident prevention.
• Escalate major incidents and manage risks with data-driven insights.
• Ensure compliance with data protection and security controls.
• Support audits related to AI-enabled service delivery.
• Develop business cases for AI ops investment.
• Foster collaboration and knowledge sharing.

Skills

Service Delivery

Client Management

AIOps

Observability

Automation

Tools

Dynatrace

Datadog

New Relic

Elastic

Moogsoft

Splunk ITSI

ServiceNow

Azure Monitor

AWS DevOps Guru

ServiceNow Performance Analytics

Job description

Job Title: Client Service Delivery, Sr Manager

Location: West Midlands (Birmingham)
Salary: Competitive
Career Level: CL6

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,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 valuescomprise ofStewardship, Best People, Client Value Creation, One Global Network, Respect for theIndividualand 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-edgetechnologies, 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 proactivelymonitorservice health and performance.

• Utilisepredictive alerting and anomaly detection to prevent incidents andoptimisedelivery 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 TimeToRecover (MTTR).

• Communicate the impact of AI-driven service management anddemonstratethe value of platforms such as ServiceNow AIOps, Dynatrace, and Splunk IT Service Intelligence.

Service Improvement

• Analyseservice 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.

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 escalationleadformajor incidents, service risks, and client concerns, including participation in on-call rotations.

• Use event correlation and root cause analysis tools such asMoogsoft,BigPanda, and Splunk IT Service Intelligence to accelerate resolution.

• Proactivelyidentifyand 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 andoptimiseAIOps 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’llhave:

• 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 andMoogsoft

• Experience in stakeholder and client management

• Financial management, costoptimisation, and business case development experience

• Understanding of data protection, compliance, and security controls

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.

#LI-EU

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 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 approximately 791,000 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 and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status