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.  
  • 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.  




#LI-EU



Back to blog

Other Jobs To Apply

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...