Client Service Delivery, Sr Manager
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Benefits offered by this job
Job summary
Accenture in Birmingham is seeking a Sr Manager for Client Service Delivery to lead end-to-end delivery of infrastructure and cloud services. You will own service health, SLAs and KPIs, leveraging AIOps tools and observability platforms to optimise performance and reliability.
The role requires strong stakeholder management, experience with ITIL/V4, and a focus on governance, AI-enabled reporting, and proactive risk mitigation within a global services context.
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 ITSI 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.
- Lead client communications, translating technical insights to business value.
- Drive service improvement using data and AI-driven insights.
- Deliver AI-enhanced reporting with tools like ServiceNow Performance Analytics, Azure Monitor, and AWS DevOps Guru.
- Lead governance forums, service reviews, and performance discussions.
- Collaborate with IT, DevOps, and business units to raise service excellence.
- Act as escalation lead for major incidents and risks; participate in on-call rotations.
- Ensure compliance with data protection, security controls, and audits.
Skills
Education
Tools
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 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
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
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.
Birmingham
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certificates, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com .
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