Client Service Delivery Senior Manager - Infrastructure

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and, Interactive, Technology, and Operations services, all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com.

CSD is a senior leader responsible for the end-to-end delivery of infrastructure managed services across a portfolio of enterprise clients. Operating across the full infrastructure stack - hybrid cloud, on-premises, network, security, and end-user computing - the SDM serves as the primary executive relationship owner, ensuring contractual SLAs are met, operational excellence is sustained, and client satisfaction drives organic growth. This role combines strategic account leadership with operational governance, requiring a leader who is equally comfortable in a boardroom presenting quarterly business reviews and, on the floor, driving incident resolution with technical teams Additionally, you have the communication and people skills to inspire teams to bring their A-game.

The Work:

Client Relationship & Account Governance

• Serve as the senior point of accountability one or more enterprise client accounts across the managed services portfolio.
• Lead Executive Business Reviews (EBRs) and Quarterly Service Reviews (QSRs), presenting performance data, risks, and improvement roadmaps.
• Build trusted advisor relationships with C-level and senior stakeholders (CIO, CTO, CISO) to understand evolving business priorities.
• Proactively identify upsell and cross-sell opportunities in alignment with account and sales teams.

Service Delivery & SLA Management

• Own end-to-end delivery accountability across hybrid cloud & on-premises, network & and end-user computing services.
• Ensure consistent achievement of contractual SLAs, OLAs, and KPIs; drive root cause analysis and remediation for chronic underperformance.
• Oversee the ITIL-aligned service management lifecycle including Incident, Problem, Change, and Capacity Management.
• Partner with NOC, SOC, and infrastructure operations teams to ensure 24x7 service continuity.

Operational Excellence & Continuous Improvement

• Define and drive service improvement plans (SIPs) aligned to client outcomes and MSP profitability targets.
• Champion automation and tooling initiatives to reduce MTTR, manual effort, and cost-to-serve.
• Monitor operational dashboards and reporting; translate data into actionable insights for both client and internal audiences.

Financial Management

• Own the P&L for assigned client accounts; manage revenue recognition, margin, and cost optimization.
• Forecast and manage workforce, licensing, and infrastructure costs in line with contractual commitments.
• Identify out-of-scope activity and lead commercial conversations around contract amendments and renewals.

People & Vendor Leadership

• Lead a multi-disciplinary delivery team of engineers, analysts, and coordinators (direct and matrix) across the globe.
• Set performance objectives, conduct reviews, and build a culture of accountability and continuous learning.
• Manage third-party subcontractors and OEM/vendor relationships to ensure integrated service quality.

Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements