Cloud Service Delivery, Manager

Job Title: Cloud Service Delivery, Manager

Location: West Midlands (Birmingham) Salary: Competitive Career Level: CL7

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.

“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 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.

Client Communication:

• 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.

Service Improvement:

• 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.

Documentation and Reporting:

• 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.

Team Collaboration:

• 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.

Risk Management:

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

Compliance:

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

Automation & Tooling:

• Lead efforts to automate repetitive tasks and workflows, enabling teams to focus on higher-value activities.

• Evaluate, select, and implement AI Ops tools and platforms that align with the organization's needs and objectives.

Ideally, you’ll have:

• Experience in a Service Delivery and AI Operations in managing Infrastructure and Cloud services.

• Hands-on experience with AI Ops platforms, such as Dynatrace, ServiceNow AI Ops.

• Experience and knowledge of IT Managed Services frameworks and processes.

• A good technical background along with experience in managing technical teams, internal and external.

• Client Data Protection knowledge and awareness. Ideally with experience in managing and maintaining a Client Data Protection Plan, including security controls.

• Strong key stakeholder relationship skills.

• Eligibility for UK Government security clearance

What’s in it for you?

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes:

• 25 days’ vacation per year

• Private medical insurance

• 3 extra days leave per year for charitable work of your choice

Flexibility and mobility are required to deliver this role. There may be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.

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 law.

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Set yourself apart:

• 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.

About Accenture

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.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.