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.

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

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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.

• 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. Foster collaboration and knowledge sharing to drive service excellence.
• Risk Management: Act as escalation lead for major incidents, service risks, and client concerns, including participation in on-call rotations. Use event correlation and root cause analysis tools such as Moogsoft, BigPanda, and Splunk IT Service Intelligence to accelerate resolution. Proactively identify and mitigate risks using data-driven insights.
• Compliance: Ensure adherence to client data protection, security, and regulatory requirements. Govern access to operational data used within AIOps and monitoring platforms. Support audits and assurance activities related to AI-enabled service delivery.
• Automation & Tooling: Implement and optimise AIOps and automation capabilities to enable proactive and self-healing operations. Drive intelligent alerting, event correlation, and automated remediation. Leverage AI-driven dashboards for performance, cost, and efficiency insights (e.g. within ServiceNow or Datadog). Support business cases for AIOps and automation investment.

• Experience in Service Delivery within infrastructure and cloud environments
• Strong understanding of IT Managed Services frameworks
• Hands-on experience with AIOps tools such as Dynatrace and ServiceNow
• Familiarity with observability tools (e.g. Datadog, New Relic, Elastic)
• Knowledge of event analytics tools such as Splunk IT Service Intelligence and Moogsoft
• Experience in stakeholder and client management
• Financial management, cost optimisation, and business case development experience
• Understanding of data protection, compliance, and security controls

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.

• You will have a culture of learning and completing relevant training and certifications.
• Experience in Agile Delivery, Project management, DevOps, FinOps.
• Know how to manage customer expectations with customer-facing experience.
• Good understanding of Service Management Principals, such as ITIL V4 and alignment with ISO20k.
• Experience with AI Ops tools, frameworks, and implementation strategies.
• Knowledge of AI-enabled automation and monitoring solutions.
• Awareness of Site Reliability Engineering principles and practices.

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

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