Senior Cloud & Infrastructure Service Delivery Lead

Accenture UK; Birmingham; 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 lead end-to-end infrastructure and cloud service delivery. The role emphasizes SLA/KPI alignment, proactive monitoring with AIOps, and strong stakeholder engagement within a dynamic, global network.

Ideal candidates will drive service improvements, governance, and AI-enabled reporting while ensuring compliance with data protection and security controls.

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, ensuring alignment to SLAs, KPIs, scope, and cost.
• Leverage AIOps and observability tools 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.
• Act as the primary point of contact for service delivery, building strong client relationships.
• Translate technical insights into clear business value, highlighting outcomes such as improved reliability and reduced 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.
• 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.
• 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 escalation lead for major incidents, service risks, and client concerns, including participation in on-call rotations.
• Use event correlation and root cause analysis tools to accelerate resolution.
• Proactively identify and 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 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.
• Support business cases for AIOps and automation investment.

Skills

Service Delivery

Stakeholder Mgmt

Cloud Infrastructure

ITIL/Managed Services

Tools

Dynatrace

ServiceNow

Datadog

New Relic

Elastic

Splunk IT Service Intelligence

Moogsoft

Job description

Accenture in the West Midlands (Birmingham) is seeking a Senior Manager for Client Service Delivery to lead end-to-end infrastructure and cloud service delivery. The role emphasizes SLA/KPI alignment, proactive monitoring with AIOps, and strong stakeholder engagement within a dynamic, global network.

Ideal candidates will drive service improvements, governance, and AI-enabled reporting while ensuring compliance with data protection and security controls.