Delivery Lead Manager

Accenture; Cleveland (OH); Remote; USD 87,000 - 213,000; Full time

Job summary

Accenture is seeking a Delivery Lead Manager to oversee multi-site service delivery operations with a focus on profitability and performance improvements. The role involves coordinating large-scale teams, optimizing standard solutions, and driving continuous improvements while aligning with client objectives.

The role is remote with travel to Albuquerque, NM as required and a defined 8-hour shift window. Candidates should have strong experience in operations and people leadership within contact

Qualifications

• Minimum 5 years’ experience in operations.
• Minimum 5 years’ experience in people management.
• Minimum 2 years’ experience in contact center management.
• Minimum 1 year’s experience working in Medicaid.

Responsibilities

• Ensure execution of delivery work across multiple service delivery operations, as needed
• Drive optimization of delivery of standard solutions within areas of expertise
• Deliver agreed scope of services while achieving profitability improvements and productive gains
• Address performance issues across the service delivery operations, create operational approach and implement continuous improvement
• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance
• Manage supply and demand, service quality and processes to meet delivery expectations Implement the levers to consistently achieve performance targets
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
• Responsible for career management of service delivery resources e.g. training, engagement, mentoring, succession planning and annual performance process
• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets
• Deliver efficiencies through standard processes and synergies Implement standard service level agreement SLA and other contract financial requirements
• Resolve performance issues with delivery leadership
• Formalize delivery plans for the service delivery with service group delivery leadership
• May lead or support the design of new offerings or services for industry functional technical Support sales opportunities and validate expected delivery capability
• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution
• Act as escalation point to address issues concerns about service delivery performance, personnel, etc.
• Engage with client to align on program objectives, business drivers, and desired outcomes
• Translate the client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution
• Proactively improve client and customer relationships, while working with client account and account
• Responsible for workstream budgets and managing cost within company
• Large scale people management
• Measure and manage individual and team performance
• Optimize performance in a contact center and back-office environment around cost, growth and innovation coaching management on key performance and handling any variances Integrating innovation to continuously build superior customer service
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
• Analyze call drivers, the impact call types on staffing needs and opportunities for addressing drivers differently
• Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
• Forecasting Capacity Planning Analyze work volume patterns to determine trends
• Create volume forecast and handle time forecast for interval, daily and weekly

Skills

Operations experience

People management

Contact center management

Medicaid experience

Education

Bachelor’s Degree

Job description

Delivery Lead Manager

Key Responsibilities:

• Ensure execution of delivery work across multiple service delivery operations, as needed

• Drive optimization of delivery of standard solutions within areas of expertise

• Deliver agreed scope of services while achieving profitability improvements and productive gains

• Address performance issues across the service delivery operations, create operational approach and implement continuous improvement

• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance

• Manage supply and demand, service quality and processes to meet delivery expectations Implement the levers to consistently achieve performance targets

• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs

• Responsible for career management of service delivery resources e.g. training, engagement, mentoring, succession planning and annual performance process

• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets

• Deliver efficiencies through standard processes and synergies Implement standard service level agreement SLA and other contract financial requirements

• Resolve performance issues with delivery leadership

• Formalize delivery plans for the service delivery with service group delivery leadership

• May lead or support the design of new offerings or services for industry functional technical Support sales opportunities and validate expected delivery capability

• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution

• Act as escalation point to address issues concerns about service delivery performance, personnel, etc.

• Engage with client to align on program objectives, business drivers, and desired outcomes

• Translate the client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution

• Proactively improve client and customer relationships, while working with client account and account

• Responsible for workstream budgets and managing cost within company

• Large scale people management

• Measure and manage individual and team performance

• Optimize performance in a contact center and back-office environment around cost, growth and innovation coaching management on key performance and handling any variances Integrating innovation to continuously build superior customer service

• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement

• Analyze call drivers, the impact call types on staffing needs and opportunities for addressing drivers differently

• Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps

• Forecasting Capacity Planning Analyze work volume patterns to determine trends

• Create volume forecast and handle time forecast for interval, daily and weekly

Role Requirements:

• Role is remote and requires private secure home internet

• Travel is required to Albuquerque, NM at 20-60% (1 week a month); as per client requests

• Project Operation Hours for this contact center are 8 hour shifts between 7:00 am-7:00pm MST

Basic Qualifications:

• Minimum 5 years’ experience in operations

• Minimum 5 years’ experience in people management

• Minimum 2 years’ experience in contact center management

• Minimum 1 years’ experience working in medicaid

Preferred Qualifications:

• Bachelor’s Degree

• Experience managing workforce of 100

• Medicaid experience

• Cost Management, Operational Excellence, Client Relationship Management, SLA Management experience

• Excellent analytical, communication, organization time management and problem solving skills

• Demonstrated ability to forge meaningful relationships with key Stakeholders

• Demonstrated ability to lead successful change management efforts

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We anticipate this job posting will be posted until 10/13/2026.Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture (https://www.accenture.com/us-en/careers/local/benefits)

Role Location Annual Salary RangeCalifornia $94,400 to $266,300Colorado $94,400 to $230,000Connecticut $94,400 to $230,000District of Columbia $100,500 to $245,000Illinois $87,400 to $230,000Maine $80,400 to $196,000Maryland $94,400 to $230,000Massachusetts $94,400 to $245,000Minnesota $94,400 to $230,000New York $87,400 to $266,300New Jersey $100,500 to $266,300Ohio $87,400 to $213,000Virginia $87,400 to $245,000Washington $100,500 to $245,000

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 [phone] or send us an email or speak with your recruiter.

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, 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.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of theAccenture Equal Opportunity Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document-4/Accenture-Equal-Opportunity-Statement.pdf#zoom=50)

Accenture is an EEO and Aff

Accenture is committed to providing veteran employment opportunities to our service men and women.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.