Delivery Lead Manager

Accenture; Mumbai; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Accenture seeks a Delivery Lead Manager to oversee end-to-end Marketing Operations delivery across CRM, Creative, and Media Operations. You will coordinate multiple service streams, ensure adherence to SLAs, and drive high-quality outcomes through strong governance and stakeholder engagement.

The role requires 12-15 years in Marketing Operations or Delivery Management, with proven ability to lead large teams and manage cross-functional programs.

Qualifications

• Bachelor's and Master's degrees in Business Management required.
• 12-15 years of experience in Marketing Operations, Campaign Operations, Agency Operations, Shared Services, or Delivery Management.
• Proven experience managing large cross-functional teams and operational delivery environments.
• Experience across CRM, Creative Production, Media Activation, and Media Operations.
• Strong stakeholder management and client-facing experience.
• Experience managing operational KPIs, SLAs, governance reviews, and delivery reporting.
• Ability to manage multiple priorities while maintaining high standards of quality and performance.
• Demonstrated leadership in building and developing high-performing teams.
• Willing to work primarily across Australia/APAC shift timings and flexible to different shifts.

Responsibilities

• Delivery & Operations Management: Own day-to-day delivery across CRM, Creative, Media Activation, and Media Operations service streams.
• Ensure deliverables are completed within agreed timelines, quality standards, and operational SLAs.
• Manage workload distribution, prioritization, capacity planning, and resource allocation across teams.
• Monitor delivery performance and address risks, bottlenecks, dependencies, and escalations.
• Drive execution discipline and accountability across all teams.
• Team Leadership & People Management: Lead team leads and functional specialists across service streams.
• Support hiring, onboarding, capability development, mentoring, coaching, and succession planning.
• Drive performance management processes and a culture of continuous improvement.
• Foster collaboration and knowledge sharing across teams.
• Stakeholder & Client Management: Act as the primary operational contact for delivery discussions and escalations.
• Build strong relationships with client stakeholders and internal leadership teams.
• Provide regular updates on delivery performance and risks.
• Governance & Quality Management: Establish governance processes, controls, and quality standards.
• Ensure adherence to SOPs, privacy requirements, and contractual obligations.
• Track KPIs and conduct operational reviews for improvements.
• Transformation & Continuous Improvement: Identify automation and process optimization opportunities.
• Support new tools and delivery methodologies implementation.
• Drive standardization across service streams.
• Work Orchestration & Operational Excellence: Maintain visibility of delivery health via dashboards and reports.
• Monitor volumes, workloads, and resource utilization.
• Maintain risk and issue logs and escalation mechanisms.
• Ensure compliance with governance standards.

Skills

Delivery Management

Team Leadership

Stakeholder Management

Project Management

Operational Governance

Resource Planning

Risk Management

Client Relationship

Performance Reporting

Process Improvement

Marketing Ops Delivery

Communication Skills

Analytical Skills

Team Coordination

Education

Bachelor's Degree in Business Management

Master’s Degree in Business Management

Tools

SFMC

Braze

Adobe Experience Manager

Adobe Campaign

JIRA

Workfront

ServiceNow

Job description

Skill required:

Marketing Operations - Campaign Management

Designation:

Delivery Lead Manager

Qualifications:

Any Graduation

Years of Experience:

13 to 18 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

What would you do?

Lead the end-to-end operational delivery of Marketing Operations services across CRM, Creative, Media Activation, and Media Operations teams.Manage multiple service streams to ensure delivery quality, operational excellence, stakeholder satisfaction, and adherence to agreed service levels.Act as the primary delivery owner for day-to-day operations, ensuring work is prioritized, resourced, and delivered within agreed timelines and quality standards.Drive collaboration across service lines to ensure seamless campaign execution and integrated marketing delivery.Lead team managers, team leads, and individual contributors across multiple functional areas while fostering a high-performance, client-centric culture.Support the Delivery Lead in achieving account objectives, operational targets, client satisfaction goals, and continuous improvement initiatives.Drive operational governance, workforce management, quality compliance, performance reporting, and risk mitigation across all service streams.Identify opportunities to enhance productivity, simplify processes, improve quality, and increase operational efficiency through automation and best practices

• Lead team managers, team leads, and individual contributors across multiple functional areas while fostering a high-performance, client-centric culture.
• Support the Delivery Lead in achieving account objectives, operational targets, client satisfaction goals, and continuous improvement initiatives.
• Drive operational governance, workforce management, quality compliance, performance reporting, and risk mitigation across all service streams.
• Identify opportunities to enhance productivity, simplify processes, improve quality, and increase operational efficiency through automation and best practices.

What are we looking for?

• Bachelor s Degree plus Master’s Degree in Business Management.
• 12- 15 years of experience in Marketing Operations, Campaign Operations, Agency Operations, Shared Services, or Delivery Management.
• Proven experience managing large cross-functional teams and operational delivery environments.
• Experience working across multiple service streams such as CRM, Creative Production, Media Activation, and Media Operations.
• Strong stakeholder management and client-facing experience.
• Experience managing operational KPIs, SLAs, governance reviews, and delivery reporting.
• Ability to manage multiple priorities while maintaining high standards of quality and operational performance.
• Demonstrated leadership experience in building, managing, and developing high-performing teams.
• Willing to work primarily across Australia/APAC shift timings and flexible to work across different shifts if required.

Must Have Skills:

• Delivery Management.
• Team Leadership and People Management.
• Stakeholder Management.
• Project and Program Management.
• Operational Governance and Service Delivery Management.
• Resource Planning and Capacity Management.
• Risk and Issue Management.
• Client Relationship Management.
• Performance Management and Reporting.
• Process Improvement and Operational Excellence.
• Strong understanding of Marketing Operations delivery including:-CRM Operations-Creative Services-Media Activation-Media OperationsStrong communication, presentation, and leadership skills.Excellent analytical and problem-solving capabilities.Ability to manage multiple teams, priorities, and deadlines in a fast-paced environment.

Good to Have Skills:

• Knowledge of CRM and Marketing Automation platforms such as SFMC, Braze, Adobe Experience Manager, Adobe Campaign, or similar tools.
• Understanding of campaign operations, customer journeys, audience management, and marketing workflows.
• Experience with project management and workflow tools such as JIRA, Workfront, or ServiceNow.
• PMP, Agile, Scrum, Prince2, Lean Six Sigma, or equivalent certifications.
• Exposure to marketing performance analytics and operational reporting frameworks.
• Experience managing distributed and global delivery teamsSupport business continuity planning, workforce management, and operational readiness activities.
• Drive a culture of operational excellence, accountability, innovation, and continuous improvement.

Roles and Responsibilities:

• Delivery & Operations Management:Own day-to-day delivery across CRM, Creative, Media Activation, and Media Operations service streams.
• Ensure deliverables are completed within agreed timelines, quality standards, and operational SLAs.
• Manage workload distribution, prioritization, capacity planning, and resource allocation across teams.
• Monitor delivery performance and proactively address risks, bottlenecks, dependencies, and escalations.
• Drive execution discipline and accountability across all teams.
• Team Leadership & People Management:Lead team leads and functional specialists across service streams.
• Support hiring, onboarding, capability development, mentoring, coaching, and succession planning activities.
• Drive performance management processes and build a culture of continuous improvement and accountability.
• Foster collaboration and knowledge sharing across teams.
• Stakeholder & Client Management:Act as the primary operational contact for delivery-related discussions and escalations.
• Build strong relationships with client stakeholders and internal leadership teams.
• Provide regular updates on delivery performance, resource utilization, quality metrics, risks, and mitigation plans.
• Manage stakeholder expectations and ensure alignment on priorities and delivery commitments.
• Governance & Quality Management:Establish and maintain governance processes, operational controls, and quality standards.
• Ensure adherence to SOPs, DTPs, compliance requirements, and client-specific processes.
• Track and report operational KPIs, SLAs, quality scores, productivity measures, and delivery performance metrics.
• Conduct regular operational reviews and identify improvement opportunities.
• Transformation & Continuous Improvement:Identify opportunities for automation, process optimization, and operational transformation.
• Support implementation of new tools, technologies, and delivery methodologies.
• Drive standardization of processes and best practices across service streams.
• Partner with the Delivery Lead on strategic initiatives and account growth opportunities.
• Work Orchestration & Operational Excellence:Maintain visibility of delivery performance through dashboards, reporting frameworks, and governance forums.
• Ensure accurate tracking of campaign volumes, workloads, resource utilization, quality scores, and operational metrics.
• Monitor service delivery health and drive corrective actions where required.
• Maintain risk registers, issue logs, action trackers, and escalation mechanisms.
• Ensure compliance with governance standards, privacy requirements, and contractual obligations.

Any Graduation

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