About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us at www.accenture.com.
About the Role
We are seeking a highly experienced Service Delivery Manager to lead end-to-end service delivery across a complex enterprise environment. This role is accountable for operational performance, service governance, stakeholder engagement, and continuous improvement across a global delivery model.
You will serve as the primary interface between business stakeholders, technology teams, and offshore delivery resources, ensuring services are delivered in accordance with contractual commitments, service levels, and operational objectives.
This opportunity is ideally suited to a delivery leader who thrives in fast-paced environments, excels at building trusted stakeholder relationships, and has a proven track record of driving operational excellence and service outcomes.
Key Responsibilities
Service Delivery Leadership
Responsible for end-to-end service delivery across assigned services and operational domains.
Ensure delivery aligns to Statements of Work (SOWs), Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and contractual commitments.
Accountable for service performance, operational effectiveness, and customer satisfaction outcomes.
Maintain a strong focus on service stability, quality, and continuous service improvement.
Governance & Stakeholder Management
Act as the primary point of contact for client and business stakeholders.
Lead service reviews, governance forums, operational meetings, and executive reporting sessions.
Manage escalations, stakeholder expectations, and service-related communications.
Build strong relationships across business, functional, and technical teams to drive successful outcomes.
Operational Excellence
Drive operational rigor through structured daily, weekly, and monthly governance disciplines.
Own service reporting, dashboard management, KPI tracking, and performance analysis.
Identify and implement opportunities for process optimisation, standardisation, automation, and productivity improvement.
Ensure robust risk, issue, dependency, and escalation management practices are embedded across delivery teams.
Team Leadership
Lead multi-disciplinary onshore and offshore delivery teams.
Support workforce planning, capacity management, capability development, and resource utilisation.
Provide leadership, coaching, and guidance to junior team members and offshore resources.
Foster a culture of accountability, collaboration, and continuous improvement.
Financial & Commercial Management
Oversee financial performance across assigned service portfolios.
Manage forecasting, cost control, productivity initiatives, and margin protection activities.
Support commercial discussions, contractual obligations, and service growth opportunities.
Ensure delivery remains aligned with budget and commercial performance expectations.
Risk, Security & Compliance
Ensure compliance with data privacy, security, regulatory, and client-specific requirements.
Lead root cause analysis activities and drive corrective actions for recurring issues.
Partner with transformation, transition, architecture, and technology teams to support scalable delivery models.
Maintain audit readiness and adherence to governance standards.
Skills & Experience
Essential
Typically 10+ years of relevant experience in Service Delivery, Managed Services, IT Operations, or Technology Service Management.
Proven experience managing enterprise-scale services within a global delivery model.
Strong stakeholder management skills with the ability to engage effectively at both operational and executive levels.
Experience managing offshore and distributed delivery teams.
Strong understanding of ITIL-aligned service management practices.
Demonstrated experience managing SLAs, KPIs, service reporting, governance, and operational performance.
Excellent problem-solving, communication, and leadership capabilities.
Personal Attributes
Works independently and takes ownership of assigned service domains.
Delivers outcomes with minimal supervision.
Collaborates effectively across functional and technical teams.
Demonstrates strong attention to detail and commitment to service quality and data accuracy.
Highly organised with strong planning, prioritisation, and execution skills.
Preferred
ITIL Certification.
Experience in large enterprise, consulting, or managed services environments.
Exposure to service transitions, transformation programs, and operational improvement initiatives.
Why Apply?
High-profile enterprise environment.
Melbourne-based hybrid working model.
Significant stakeholder exposure across business and technology teams.
Opportunity to lead service delivery outcomes across a complex and dynamic operating landscape.
Open to contractors for the right person.
Benefits of working at Accenture:
- 18 weeks paid parental leave
- Long & short-term career break opportunities
- Structured career development program
- Local and international career opportunities.
- Certified as a Family Inclusive Workplace™
- Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
- We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!
We are a WORK180 Endorsed Employer, to see our benefits and policies click here
All our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You’ll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
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Equal Employment Opportunity Statement for Australia:
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Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.
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