Infrastructure Managed Service Delivery Lead

ARE YOU READY to elevate your technology expertise?

At Accenture, there's no such thing as a typical day—and that's what makes it exciting! This is your chance to launch a rewarding career at Accenture Technology, where you'll work on cutting-edge projects that help top clients transform with innovative technologies. Join a supportive, digitally-driven environment that values individuality, fosters creativity, and encourages disruption. Our diverse team is what makes us stronger and smarter.

Who we are:
Accenture Technology - Infrastructure Engineering (IE) helps companies build and manage modern IT infrastructure that drives innovation and market differentiation. Our services span three main areas: Infrastructure Modernization, Infrastructure Managed Services and Digital Workplace, with a future roadmap focused on AI-powered and industry-specific solutions.

Infrastructure Managed Services (IMS) covers the full spectrum of cloud infrastructure managed services, supporting on-premises and cloud-based environments. We help clients reduce costs, streamline operations, and enhance productivity through services spanning data centers, cloud management, networks, security, service desks, and more.

The Role: As the IMS Delivery Lead, you will serve as the primary point of contact for service delivery operations, ensuring that commitments are met and service levels are maintained. You will manage all service management activities on behalf of the delivery organization, overseeing an onshore and offshore team. Your leadership and direction will align delivery teams with client and Accenture objectives, ensuring smooth daily operations. You'll also collaborate with the Accenture Account Management team to meet client needs and deliver exceptional results.

Key Responsibilities:

Customer Service Accountability:

• Serve as the focal point for client activities and manage service delivery across all locations (client sites, global delivery centers, and external providers).
• Ensure the delivery of agreed services within scope, price, and timeline.
• Collaborate with the Account Management team to meet SLAs, demand plans, and delivery schedules.
• Participate in strategic discussions with the client to offer outsourcing expertise and improve services.

Collaboration with Account Management:

• Proactively address supply-demand gaps and operational challenges, ensuring the right resources are in place.
• Manage service quality, change orders, and recovery plans within contract scope.
• Support account planning, forecasting, and the achievement of contract goals like controllable income (CCI) and cost-to-serve targets.
• Drive year-over-year efficiency gains and participate in strategic discussions to provide insights on outsourcing services.

Operational and Financial Oversight:

• Ensure enablement, quality, and effectiveness of services while managing costs of standard offerings and subcontractors.
• Optimize service delivery by leveraging low-cost locations and efficient processes.
• Meet SLA commitments and operational targets, escalating performance issues when necessary.
• Formalize delivery plans with the Account Management team.

Solution Design and Validation:

• Validate specific solution configurations to ensure they meet client expectations.
• Support new business opportunities and confirm delivery capability for proposed services.
• Partner with Mobilization leadership to ensure smooth onboarding of services.

Team Leadership:

• Manage and guide team members assigned to the client, ensuring timely and budget-aligned results.
• Participate in career management and development activities for your team, fostering growth and mentorship.