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.

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.

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,