Client Success Delivery Lead (ITIL/DevOps)

Accenture PLC; City Of London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Avanade, in partnership with Accenture and Microsoft, is hiring for a Service Delivery Manager in the UK. You will own end-to-end service delivery, build trusted client relationships, and coordinate cross-functional teams to drive customer value and successful outcomes.

You'll lead process improvements, manage SLAs, support change initiatives, and engage with senior stakeholders to align outcomes with business goals. A background in customer success and IT service management is essential.

Qualifications

• 3–7 years of experience in customer success, solution delivery, project management, customer-facing consulting, or portfolio management, or equivalent experience.
• Proven track record in operational and service management as a key member of the support function for a consulting or IT services provider.
• Demonstrated ability to partner with account teams to build and maintain customer relationships across business and technical functions.
• Extensive experience in driving collaborative decision-making, resolving conflicts, and effectively communicating to senior audiences, including C-Level Executives.

Responsibilities

• Take ownership for the effective delivery of engagements within an ITIL and DevOps services framework.
• Oversee end-to-end service delivery and ensure SLAs are met or exceeded.
• Coordinate with internal teams to ensure seamless service delivery and resolve issues promptly.
• Develop and implement service improvement plans to enhance quality and efficiency.
• Manage release management, planning, resourcing and governance to deliver new service components.
• Lead adoption of Agile practices to foster continuous integration in a client-facing environment.
• Lead UKDC team members delivering at the customer site, ensuring collaboration and performance.
• Build and maintain strong client relationships and act as the primary point of contact.
• Identify opportunities for upselling and cross-selling additional services or products.

Skills

Customer success

Solution delivery

Project management

Client relationship management

Stakeholder communication

Tools

ITIL Foundation

PMI Certification

Prosci Change Management

Azure

Microsoft 365 (M365)

Job description

Avanade, in partnership with Accenture and Microsoft, is hiring for a Service Delivery Manager in the UK. You will own end-to-end service delivery, build trusted client relationships, and coordinate cross-functional teams to drive customer value and successful outcomes.

You'll lead process improvements, manage SLAs, support change initiatives, and engage with senior stakeholders to align outcomes with business goals. A background in customer success and IT service management is essential.