Service Delivery Manager
Accenture Australia
Date: 1 day ago
City: Canberra, Australian Capital Territory
Contract type: Full time
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 801,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. Visit us at www.accenture.com
Join our team in Ballarat
Accenture is excited to announce the opening of our new technology and operations centre in Ballarat. This state-of-the-art facility will support Australian businesses and government departments by providing essential onshore technology services.
We are looking for talented and passionate individuals to join our team. The centre will create new jobs in the region and is committed to fostering local talent. By partnering with Federation University, we will provide students with valuable on-the-job experience and training, ensuring our workforce is future ready.
If you want to be part of an innovative team that addresses the growing demand for sovereign technology services and makes a real impact in both the private and public sectors, then Accenture is the place for you.
Service Delivery Lead/Manager
Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.
Our IT Service Management professionals help our clients to transform the way they provide their IT services to the business through service excellence. We are looking for passionate and talented resources with interest, skills and experience across a range of service management processes and technologies, to support the design and delivery of Infrastructure projects bringing technology and business benefits to our clients.
Job description:
The Service Delivery Lead is responsible for overseeing the successful delivery of IT and business services, ensuring they are aligned with customer expectations, service level agreements (SLAs), and business outcomes. This role plays a critical part in driving service excellence by managing day-to-day delivery operations, coordinating with internal and external stakeholders, and ensuring continuous improvement in service performance.
You will manage service delivery across key engagements, ensuring effective execution of ITIL-aligned processes such as incident, problem, change, and request management, while contributing to the optimisation of delivery frameworks and service models.
Key Responsibilities:
Manage the end-to-end delivery of services across client and internal teams, ensuring alignment with defined SLAs, KPIs, and business objectives.
Coordinate with cross-functional teams and third-party vendors to ensure seamless and consistent service delivery.
Implement and improve delivery practices including incident, problem, change, and request management to enhance service quality and efficiency.
Drive continuous improvement initiatives to optimise delivery performance, customer experience, and operational stability.
Monitor and report on service delivery metrics, proactively managing risks and addressing escalations.
Participate in service governance meetings and lead service performance reviews with stakeholders.
Support the development of delivery models, roadmaps, and service catalogues for greater transparency and accountability.
Provide day-to-day leadership and support for delivery teams, fostering a collaborative and customer-focused culture.
Contribute to the design and adoption of automation and monitoring tools for proactive service management.
Assist in the implementation and enhancement of service delivery tools such as ServiceNow, BMC, JIRA, and Splunk.
Accountable for ensuring that the projects or programs adhere to the Managed Delivery principles:
Baseline Scope and Change Control: Maintain consistency between the baseline scope and estimate by following an agreed and documented change control process and attending the end-to-end change control board.
Key Requirements:
8–9 years of experience in service delivery, IT operations, or related roles, preferably in enterprise or managed service environments.
Proven ability to manage service delivery to defined performance standards and KPIs.
Strong experience in implementing and optimising ITIL-aligned service delivery processes.
Demonstrated success in managing service escalations, stabilisation efforts, and client-facing delivery governance.
Experience working across complex stakeholder environments, including vendors and senior internal stakeholders.
Familiarity with service catalogue and service performance frameworks.
Hands-on experience with service management toolsets such as ServiceNow, BMC, Splunk, JIRA, and SolarWinds.
Excellent communication and stakeholder management skills.
Ability to translate delivery issues into clear actions, plans, and resolutions.
Desirable Skills & Certifications:
Bachelor’s degree or equivalent vocational qualifications.
ITIL v4 Foundation or higher certification strongly preferred.
Exposure to intelligent operations (AIOps), service automation, or cloud-based service models (e.g., AWS, Azure).
Knowledge of Cloud FinOps and cost optimisation strategies is a plus.
Strong leadership skills with a track record of delivering in high-paced, multi-stakeholder environments.
Hold a relevant Defence security clearance (NV1 preferred) or be eligible to obtain a Defence security clearance.
Australian citizenship is required to be eligible for an Australian Government security clearance
Additional Requirements:
Security Clearance Requirement: Given the secure nature of this role, we are seeking candidates who are Australian Citizens with an active security clearance or are eligible for obtaining security clearance.
This requirement ensures that all team members are cleared to handle sensitive information and contribute to maintaining the highest standards of security in our operations.
On-call and Shift Expectations: Our positions are primarily focused on managed services, meaning you will be responsible for maintaining and improving our clients' IT systems (Applications and Infrastructure). Flexibility and adaptability are key, as you may be required to work in shifts to provide continuous support. Additionally, you may need to be on call to address incidents promptly and perform after-hours deployment activities as needed. Your ability to effectively manage these responsibilities will be crucial to ensuring the seamless operation of our services and client satisfaction
We are a WORK180 Endorsed Employer, to see our benefits and policies click here.
Accenture Progressive Employee Benefits -To view our Progressive Employee Benefits covering Health, Wellbeing, Progressive Leave Options, Sustainability click on the link below.
Progressive Employee Benefits – Australia
What We Believe
At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.
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.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email [email protected] and cite the relevant Job Number, or contact us on +61 2 9005 5000.
To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.
Join our team in Ballarat
Accenture is excited to announce the opening of our new technology and operations centre in Ballarat. This state-of-the-art facility will support Australian businesses and government departments by providing essential onshore technology services.
We are looking for talented and passionate individuals to join our team. The centre will create new jobs in the region and is committed to fostering local talent. By partnering with Federation University, we will provide students with valuable on-the-job experience and training, ensuring our workforce is future ready.
If you want to be part of an innovative team that addresses the growing demand for sovereign technology services and makes a real impact in both the private and public sectors, then Accenture is the place for you.
Service Delivery Lead/Manager
Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.
Our IT Service Management professionals help our clients to transform the way they provide their IT services to the business through service excellence. We are looking for passionate and talented resources with interest, skills and experience across a range of service management processes and technologies, to support the design and delivery of Infrastructure projects bringing technology and business benefits to our clients.
Job description:
The Service Delivery Lead is responsible for overseeing the successful delivery of IT and business services, ensuring they are aligned with customer expectations, service level agreements (SLAs), and business outcomes. This role plays a critical part in driving service excellence by managing day-to-day delivery operations, coordinating with internal and external stakeholders, and ensuring continuous improvement in service performance.
You will manage service delivery across key engagements, ensuring effective execution of ITIL-aligned processes such as incident, problem, change, and request management, while contributing to the optimisation of delivery frameworks and service models.
Key Responsibilities:
Security Clearance Requirement: Given the secure nature of this role, we are seeking candidates who are Australian Citizens with an active security clearance or are eligible for obtaining security clearance.
This requirement ensures that all team members are cleared to handle sensitive information and contribute to maintaining the highest standards of security in our operations.
On-call and Shift Expectations: Our positions are primarily focused on managed services, meaning you will be responsible for maintaining and improving our clients' IT systems (Applications and Infrastructure). Flexibility and adaptability are key, as you may be required to work in shifts to provide continuous support. Additionally, you may need to be on call to address incidents promptly and perform after-hours deployment activities as needed. Your ability to effectively manage these responsibilities will be crucial to ensuring the seamless operation of our services and client satisfaction
We are a WORK180 Endorsed Employer, to see our benefits and policies click here.
Accenture Progressive Employee Benefits -To view our Progressive Employee Benefits covering Health, Wellbeing, Progressive Leave Options, Sustainability click on the link below.
Progressive Employee Benefits – Australia
What We Believe
At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.
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.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email [email protected] and cite the relevant Job Number, or contact us on +61 2 9005 5000.
To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.