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Services Delivery Manager

Job Location: OH - Cincinnati

Regional Description: Midwest

Job Number: 00609380


- Job description

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 approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at


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.


Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.


Job Description

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

A professional at this position level within Accenture has the following responsibilities:
Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.
Closely follows the strategic direction set by senior management when establishing near term goals.
Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach.
Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments.
Decisions have a major day to day impact on area of responsibility.
Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.


The IT Service Management Manager is responsible for the operational service delivery to NADC clients, ensuring cohesive, high quality services are delivered. Activities include maintaining client satisfaction, achieving SLA, managing the SDM teams, implementing and improving the roles responsibilities, standard processes and tools driving operational efficiencies, and meeting all operational and financial commitments. The SDM Lead will bring and instill a can do approach to delivery, on a 24 x7 basis across all locations, while also helping to ensure scope and processes are also managed appropriately. The SDM will be responsible for maintaining relationships with the onsite client engagement teams, serving as an escalation point for engagement teams, and helping to grow business for the NADC.


Key Responsibilities:


  • Internal single point of contact for NADC services and all client engagement teams
  • Provide single point to senior management and escalation for any client delivery issues •
  • Provide detailed overall client status and health using monthly summary KPI RAG status report/dashboard, highlighting any potential or current service issues identifying the appropriate actions to resolve
  • Ensure all services are managed effectively including Client satisfaction, Operational finance reporting, SLA performance, Risk management, Compliance, Security and Availability management
  • Build detailed knowledge of the skills and levels of ability required to deliver client services ensure the resourcing of the service meets these, mitigating risks with the appropriate area
  • Ensure compliance to Change, Incident, Escalation and Problem Management across the client base
  • Quickly identify/recognize the business impact of client service quality issues and ensure resolution is managed to customer satisfaction
  • Ensure all client services integrity is maintained through appropriate logical and physical security controls, demonstrating regular audit control
  • Ensure Provision of regular agreed updates on service issues to the DC Lead, management team and client base
  • Oversee capacity management and reporting across the client services - ensure no surprises due to growth of data, network traffic or usage
  • Ensure sufficient knowledge, process and handovers completed to ensure effective coverage of services
  • Ensure Recoverability targets are met
  • Manage the ""factory"" to deliver agreed scope of services while achieving profitability improvements and productivity gains
  • Ensure the feasibility of the standard solutions delivery
  • Address performance issues across the Service Delivery Operations, create the operational approach and implement continuous improvement
  • Manage supply and demand, service quality, and processes to meet delivery expectations • Participate in service review process
  • Regularly review/update OLAs, and document/submit changes orders for scope changes
  • Proactively improve client and customer relationships across the SDM client base
  • Support the achievement of cost-to-serve targets
  • Achieve year over year efficiencies in conjunction with the delivery service providers
  • Responsible for people management of Service Delivery Management/Service Mgt Coordinator staff (e.g. training, engagement, mentoring, succession planning, annual process)
  • Manage recruiting, staffing, pyramid, mix, utilization, cost-to-serve, and capacity of service delivery staff to optimize balance between cost and delivery targets
  • Deliver efficiencies through standard processes
  • Formalize delivery plans for the client base and present to leadership
  • Identify and fully support New Business opportunities, support sales opportunities and validate expected delivery capability; with a focus on upsell and growth targets
  • May participate in the development of standard costing of new services/contracts and sign off on commitment to proposed SLAs
  • Financial forecasting for resources and recovery for the NADC clients


Basic Qualifications:


  • Minimum of 7 years of experience in the IT field
  • Minimum of 7 years of experience in IT Operations
  • Minimum of 7 years of experience leading coordinating and motivating group of technical operations staff
  • Minimum of 7 years experience with client relationship management
  • Minimum of 7 years of experience in a customer service role
  • Minimum of 7 years of experience working with exposure to the following technologies a. System administration Windows Unix Linux b. Networking telecommunications c. Database Administration
  • Minimum of 7 years of experience managing budget recovery of a cost center environment .

Preferred Skills:


  • Budget and finance management experience.
  • Proven ability to work independently and as a team member.
  • Good communication written and oral and interpersonal skills.
  • Good organizational, multi tasking, and time management skills.
  • Good leadership skills.
  • Excellent Customer Relationship management skills.
  • Strong analytical and problem solving skills.
  • Good fiancial management skills


Professional Skill Requirements

Proven ability to build, manage and foster a team-oriented environment Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment Excellent communication (written and oral) and interpersonal skills Excellent leadership and management skills

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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