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Service Delivery Center Lead

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00652740


- 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.

Job Description:

The Service Delivery Center Lead is accountable for all work delivered through a service delivery operation global, regional, center, industry, or function. Activities may include managing the teams, implementing and improving standard processes and tools to drive operational efficiencies, and meeting operational and financial commitments. The Service Delivery Operations Lead also supports the sales process as needed by participating in the solution design.

Key Responsibilities:
  • Large Scale people management
  • Ensure execution of delivery work across multiple service delivery operations
  • Drive optimization of delivery of standard solutions within area s of expertise
  • Lead service delivery strategy and execution across all locations where the services are provided - Client locations, Global Delivery Network GDN and non GDN delivery centers
  • Manage the factory to deliver agreed scope of services while achieving profitability improvements and productive gains
  • Ensure the feasibility of the standard solutions and delivery of the same by leveraging Accenture’s full capabilities
  • Address performance issues across the service delivery operations, create operational approach and implement continuous improvement
  • Manage supply and demand, service quality and processes to meet delivery expectations
  • Implement the levers to consistently achieve performance targets such as Six Sigma, operational excellence, etc.
  • Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program
  • Proactively improve client and customer relationships, while working with Client Account and Account Support the achievement of targets on contract controllable income CCI and cost to serve
  • Support estimate at completion EAC adjustments, if required
  • Achieve year on year efficiencies in conjunction with the delivery service providers
  • Responsible for career management of service delivery operations staff (e.g. training, engagement, mentoring, succession planning and annual performance process)
  • Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, subcontractors
  • Manage recruiting, staffing, pyramid mix, utilization, cost-to-serve, and capacity of staff to optimize balance between cost and delivery targets.
  • Deliver efficiencies through standard processes and synergies
  • Implement standard service level agreement (SLA) and other financial
  • Resolve performance issues with delivery leadership
  • Formalize delivery plans for the service delivery operations(s) with service group delivery leadership
  • May develop supplier/vendor/sub-contractor strategy for service delivery operations
  • May lead or support the design of new offerings or services for industry/functional/technical
  • May review and validate specific solution configuration/deal shaping, to ensure delivery capability will achieve client expectations. Work with delivery leadership to sign-off on the solutions.
  • Support sales opportunities and validate expected delivery capability
  • May participate in the development of standard costing of new services/contracts and
  • Support sales opportunities and validate expected delivery capability
  • May participate in the development of standard costing of new services/contracts and sign off on commitment to proposed Service Level Agreement (SLAs)
  • Partner with mobilization leadership to improve and execute service transition
Basic Qualifications:
  • Minimum 7 years of service delivery operations experience
  • Minimum of 5 years in a people management role


Preferred Qualifications:

  • Bachelor’s Degree
  • Cost Management, Operational Excellence, Client Relationship Management, SLA Management
  • Experience leading other managers and a span of control of 100 Highly effective collaboration and relationship building 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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