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.    Ideally,   you’ll   have:   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   About Accenture 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