Delivery Operations Associate Manager-Messaging

Accenture; Bengaluru; On-site; INR 4,200,000 - 6,400,000; Full time

Job summary

Accenture in Bengaluru seeks an experienced Delivery Operations Associate Manager to own end-to-end delivery for the Support Desk Tier 1.5 chat and non-voice interactions. The role handles senior stakeholders, delivery financials, and team management across a client portfolio.

The ideal candidate has 10+ years of delivery experience, strong people management, and exposure to transformation initiatives. Graduation is required; automation exposure is a plus.

Qualifications

• Primary skill: Service Desk Non-Voice Support at P1 level.
• Experience: 10+ years overall with strong delivery, financial, and people-management experience on a client account; prior transformation degree; automation exposure preferred.

Responsibilities

• Business & Stakeholder Management.
• Own senior-level client and internal stakeholder relationships and represent the engagement in governance and business reviews.
• Drive growth, upsell, and business-case discussions in partnership with client and delivery leadership.
• Automation & Transformation (SDOT Partnership).
• Partner closely with the Business Transformation team to identify automation opportunities and shape the transformation pipeline.
• Sponsor automation, agentic AI, and process-improvement initiatives, and track FTE saves and benefit outcomes.
• Team Management & Delivery Governance.
• Provide leadership to Service Delivery Leads (CL9) and the wider team; own capacity, people development, and succession at a portfolio level.
• Ensure overall delivery health SLAs, quality, CSAT, compliance, and contractual metrics across the engagement.

Skills

Service Desk Non-Voice Support

Education

Graduation

Job description

Skill required: Chat - Service Desk Non-Voice Support
Designation: Delivery Operations Associate Manager
Qualifications: Any Graduation
Years of Experience: 10 to 14 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?

• The Senior Service Delivery Lead owns overall delivery, financial, and business accountability for the Support Desk Tier 1.5 chat support engagement. Operating one level above the Service Delivery Lead (CL9), the role carries broader ownership of senior stakeholders and business management, financials, and team management at a portfolio level. A key part of the role is close interaction with the SDOT
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• Recording, diagnosing, resolving or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for?

• Primary skill - Service Desk Non-Voice Support - P1
• Education: Bachelosdegree (any discipline).
• Experience: 10+ years overall with strong delivery, financial, and people-management experience on a client account; prior transformationdegree (any discipline).automation exposure preferred.

Roles and Responsibilities:

• Business & Stakeholder Management
• Own senior-level client and internal stakeholder relationships and represent the engagement in governance and business reviews.
• Drive growth, upsell, and business-case discussions in partnership with client and delivery leadership.
• Automation & Transformation (SDOT Partnership)
• Partner closely with the Business Transformation team to identify automation opportunities and shape the transformation pipeline.
• Sponsor automation, agentic AI, and process-improvement initiatives, and track FTE saves and benefit outcomes.
• Team Management & Delivery Governance
• Provide leadership to Service Delivery Leads (CL9) and the wider team; own capacity, people development, and succession at a portfolio level.
• Ensure overall delivery healthSLAs, quality, CSAT, compliance, and contractual metricscross the engagement.

Any Graduation

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.