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. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next‑generation technology to each business challenge. 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.

As a Team

You will be part of the Service Delivery Team who are responsible for the delivery of infrastructure and cloud services to our clients. Our team is based and operates out of our Birmingham UK Office. If you’re looking for a challenging and exciting career working in a vibrant environment with access to training and a global network of experts, this could be the role for you. As part of our team, you'll be delivering cutting‑edge technologies and will have the opportunity to develop a wide range of new skills on the job.

Key Responsibilities

• Service Delivery Management

• Own the end-to-end service delivery ensuring SLA compliance to the client contract.
• Participate in developing and implementing strategies for integrating AI and automation into IT operations to enhance efficiency and performance.
• Work with all teams and people involved in delivery of the service including IT infrastructure, end‑client, service management and service owners to ensure timely and efficient service delivery within the agreed cost model.
• Act as the primary escalation point for all service related issues.
• Manage vendor relationships and ensure third‑party services align with business objectives.
• Be part of an on‑call rota.

• Be the primary point of contact for your client(s) for all service delivery matters.
• Communicate service updates, changes, and incident resolutions to clients in a clear and timely manner.
• Build and maintain strong client relationships to enhance overall client satisfaction.

• Identify opportunities for service improvement and work with the end‑client to implement.
• Analyse service performance metrics providing insights for continuous improvement and upsell opportunities.
• Lead and implement AI‑driven monitoring tools to proactively identify and resolve system issues, ensuring optimal performance and uptime.
• Utilize AI and machine learning to predict, prevent, and manage incidents, reducing downtime and improving response times where possible.
• Define and track key performance indicators (KPIs) to measure the impact of AI Ops initiatives on operational efficiency and business outcomes.
• Drive continuous improvement by leveraging AI to identify areas for optimization and implementing solutions.
• Analyze large volumes of operational data to identify trends, anomalies, and opportunities for improvement using AI‑powered tools.

• Maintain accurate records of service agreements, client communications, incident reports and operational runbooks.
• Produce service delivery performance reports to the agreed client schedule, highlighting key performance indicators such as SLA compliance, Availability and service improvements.

• Work effectively as part of the Service Delivery team ensuring alignment with our client’s and company goals and objectives.
• Develop your sharing knowledge and experience to develop learning and experience.
• Work closely with cross‑functional teams, including IT, DevOps, and business units, to align AI Ops initiatives with organisational goals.
• Educate teams on AI Ops tools and methodologies, fostering a culture of innovation and adaptability.
• Develop organisational AI capabilities by identifying skill gaps, providing training, and fostering a culture of AI adoption and innovation across teams.

• Identify potential risks or issues in service delivery and work proactively to remove or mitigate where needed.

• Work with security and compliance and when needed supporting annual audits. Providing operational details aligned to the applicable regulatory requirements.