Delivery Lead Manager

Accenture; Redmond (WA); Remote; USD 101,000 - 245,000; Full time

Job summary

Accenture is seeking a Delivery Lead Manager to oversee delivery across multiple service lines, ensuring profitability and continuous improvement. Remote role with travel to client locations; strong focus on workforce planning, performance management, and SLA adherence.

The role requires significant experience in operations, people management, and contact center environments, including Medicaid exposure. Bachelor's degree preferred, with the ability to lead large teams and manage budgets while

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’ experience working in Medicaid.

Responsibilities

• Ensure delivery work across multiple service delivery operations.
• 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 service delivery operations and implement continuous improvement.
• Analyze team performance and metrics and present options for improving performance.
• Manage supply and demand, service quality and processes to meet delivery expectations and performance targets.
• Meet with project managers on large/complex projects to plan timelines and overtime needs.
• Be responsible for career management of service delivery resources (training, engagement, mentoring, succession).
• Manage recruiting, staffing, and capacity to optimize cost and delivery targets.
• Deliver efficiencies through standard processes and SLAs; address contract financial requirements.
• Formalize delivery plans with service group leadership, and support new offerings or services as needed.
• Demonstrate expert knowledge of operational methodology for cross-functional process execution.
• Act as escalation point for delivery performance and personnel issues, ensuring alignment with client objectives.
• Engage with clients to align on objectives, drivers, and outcomes.
• Translate client objectives to maintain alignment and progress across delivery teams.
• Proactively improve client relationships while collaborating with account teams.
• Responsible for workstream budgets and cost management.
• Oversee large-scale people management across the team.
• Measure and manage individual and team performance.
• Analyze volume, AHT, shrinkage to determine staffing and budget needs.
• Forecast volume and handle time for interval, daily and weekly horizons.

Skills

Operations

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

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