Client Service Delivery, Sr Manager

Job Title: Client Service Delivery, Sr Manager

Location: West Midlands (Birmingham)Salary: Competitive Career Level: CL6

Please note: 

Any offer of employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history (typically including no periods of 30 consecutive days or more spent outside of the UK) at the point of application. 

Company Overview 

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services.. 

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. 

Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. 

“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO 

As a Team 

You will be part of the Service Delivery Team responsible for the end-to-end delivery of infrastructure and cloud services to our clients. 

Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. 

This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning, cutting-edge technologies, and a global network of experts. 

Key Responsibilities 

Service Delivery Management 

• Own full lifecycle service delivery across infrastructure and cloud environments, ensuring alignment to SLAs, KPIs, scope, and cost. 

• Leverage AIOps and observability tools (e.g. Dynatrace, Datadog, New Relic, Elastic) to proactively monitor service health and performance. 

• Utilise predictive alerting and anomaly detection to prevent incidents and optimise delivery priorities. 

• Coordinate across internal teams, vendors, and stakeholders to ensure seamless delivery. 

Client Communication 

• Act as the primary point of contact for service delivery, building strong, trusted client relationships. 

• Translate technical insights into clear business value, highlighting outcomes such as improved reliability and reduced Mean Time To Recover (MTTR). 

• Communicate the impact of AI-driven service management and demonstrate the value of platforms such as ServiceNow AIOps, Dynatrace, and Splunk IT Service Intelligence. 

Service Improvement 

• Analyse service metrics and trends to identify opportunities for continuous improvement. 

• Embed incident learnings into automation workflows and prevention models. 

• Use AIOps insights to improve service availability, performance, and reliability. 

• Drive optimisation through data-led decision-making and proactive operations. 

Documentation and Reporting 

• Establish and lead governance forums, service reviews, and performance discussions. 

• Deliver AI-enhanced reporting, including predictive insights and trend analysis using tools such as ServiceNow Performance Analytics, Azure Monitor, and AWS DevOps Guru. 

• Ensure transparency and governance in AI usage within service delivery. 

Team Collaboration 

• Work closely with cross-functional teams including IT, DevOps, and business units. 

• Promote adoption of AIOps and automation tools across operational teams. 

• Encourage skills development in data-driven and AI-assisted service management.