Remote Delivery Lead Manager: Operations & Growth

Accenture PLC; City of Albany (NY); Remote; USD 87,000 - 266,000; Full time

Job summary

Accenture is seeking a Delivery Lead Manager for remote work with periodic travel to client sites. The role oversees multiple service delivery operations, driving efficiency, profitability, and performance improvements across complex programs.

You will manage headcount, capacity planning and budgets, while ensuring SLAs, quality, and process standardization. Travel to Albuquerque, NM may be required; 8‑hour shifts align with MST business hours.

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 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, compare against benchmarks, and present options for improvement.
• Manage supply and demand, service quality and processes to meet delivery expectations and KPIs.
• Lead or support project planning for large or complex initiatives and estimate overtime needs.
• Oversee career management of resources, including training, engagement, mentoring and performance processes.
• Manage recruiting, staffing, utilization and cost to serve to balance cost and delivery targets.
• Deliver efficiencies through standard processes and SLAs and contract requirements.
• Resolve performance issues with delivery leadership and formalize delivery plans.
• Contribute to design of new offerings and validate delivery capability.
• Demonstrate expertise in operational methodologies for cross‑functional, high‑performance execution.
• Act as escalation point for delivery performance, personnel concerns.
• Engage with client to align objectives and outcomes.
• Translate client objectives to keep alignment and progress solutions.
• Improve client relationships while coordinating with account teams.
• Own workstream budgets and cost control.
• Lead large-scale people management and capacity planning.

Skills

Operations management

People management

Medicaid experience

Education

Bachelor’s Degree

Job description

Accenture is seeking a Delivery Lead Manager for remote work with periodic travel to client sites. The role oversees multiple service delivery operations, driving efficiency, profitability, and performance improvements across complex programs.

You will manage headcount, capacity planning and budgets, while ensuring SLAs, quality, and process standardization. Travel to Albuquerque, NM may be required; 8‑hour shifts align with MST business hours.