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Client Service Delivery Lead

Job Location: Alberta - Calgary

Regional Description: Canada

Job Number: 00663837


- Job description

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
Job Description:
The Client Service Delivery Lead owns client relationship for the Operations contract which covers one or more of the Operations offerings. Responsible for client relationship, Profit and Loss management of the account, quality and risk with the services provided to the client, strategic positioning for growth and people management of the account. Interfaces with the Client Account Lead (CAL) and appropriate leadership within Service Delivery Operations (SDO). Responsible for shaping and driving value led transformation for the clients. 

Key Responsibilities: 
  • Lead the finance and accounting processes for the client
  • Drive the transformation of their organization including shared services, digitization, automation, and technology
  • Develop and Grow the Client Relationship
  • Provide single point of contact for the client account leadership and the client for the Operations contract, generating new opportunities through various client contacts
  • Accountable for client satisfaction, reference ability and successful external audits
  • Set client expectations in conjunction with the client account leadership and manage the expectations
  • Establish formal routines for delivery account reviews with:
    • Client Account Leaders
    • BPO Service Delivery Leads and Commercial Director
Drive Outsourcing Growth
  • Leverage industry expertise to support client outsourcing strategies
  • Participate in client account planning and forecasting activities
Key Behaviors and attributes
  • Build trust-based relationship/client-centric
  • Focus on teaming & collaboration
  • Passion for business development
Lead and develop the Outsourcing Account Delivery Team
  • Drive the succession plan and talent management for the Outsourcing Account Delivery Team
  • Lead the Outsourcing Account Delivery Team and support functions
Manage the operational and financial performance of the Outsourcing contract
  • Sponsor the client transformation program and activities to meet service measures and cost savings, if applicable
  • Achieve outsourcing contract controllable expenses using the most appropriate principles, levers and tools
  • Set and manage outsourcing contract service level agreements, acting as a delivery escalation point around client priorities and issues
  • Manage outsourcing change orders, service quality, and recovery plans
  • Improve mobilization and transition costs in conjunction with Service Delivery Operations
  • Participate in and comply with the outsourcing account quality programs, including QA, Client Satisfaction and QPI and drive implementation of changes identified
  • Ensure adoption and compliance with Accenture Delivery Methods in accordance with Policy 11, including the creation and maintenance of the management plans (e.g., Business Continuity, etc.)
  • Achieve year-over-year efficiencies in conjunction with Service Delivery Operations
People Management
  • Drive the succession plan and talent management for the account team
  • Lead the account and support functions
Profit and Loss Management
  • Responsible for overall financial plan for the account and annual Operations account plan
  • Achieve sales, revenue and contract controllable income targets using the most appropriate principles, levers and tools
  • Strategic Positioning & Growth
  • Leverage industry expertise to influence client operations strategies
  • Drive incremental revenue growth through expansion or renewals of work
  • Participate in client account planning and forecasting activities

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at



Accenture does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law. Accenture is committed to providing employment opportunities to current or former members of the armed forces.


We are committed to employment equity. We encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply.

Basic Qualifications: 

  • Bachelor's degree
  • Minimum of 5 years Account Management experience
  • Minimum of 5 years Operations and or Consulting experience
Preferred Qualifications: 
  • Experience in Finance Accounting

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