Join to apply for the Service Delivery Manager role at Accenture Australia.
About Accenture: Accenture is a leading global professional services company that helps organizations build their digital core, optimize operations, and accelerate growth. With 801,000 people in over 120 countries, we are at the forefront of technological change, fostering innovation and ecosystem partnerships. Visit us at www.accenture.com.
Location: Join our new technology and operations centre in Ballarat, supporting Australian businesses and government departments with onshore technology services. This initiative creates local jobs and partners with Federation University to provide training and experience for students.
Role Overview: We seek talented individuals for the Service Delivery Lead/Manager position to oversee IT and business service delivery, ensuring alignment with customer expectations, SLAs, and business outcomes. The role involves managing daily operations, stakeholder coordination, and continuous service improvement.
Key Responsibilities include:
1. Managing end-to-end service delivery, aligning with SLAs, KPIs, and business goals.
2. Coordinating with cross-functional teams and vendors for seamless delivery.
3. Implementing and improving incident, problem, change, and request management processes.
4. Driving initiatives for service performance and operational stability.
5. Monitoring metrics, managing risks, and reporting performance.
6. Leading governance meetings and performance reviews.
7. Developing delivery models, roadmaps, and service catalogues.
8. Providing leadership and fostering a collaborative team culture.
9. Supporting automation and monitoring tools adoption.
10. Enhancing service delivery tools like ServiceNow, BMC, JIRA, and Splunk.
Minimum Requirements:
1. 8-9 years in service delivery, IT operations, or related roles, preferably in enterprise or managed services.
2. Proven ability to meet performance standards and KPIs.
3. Experience with ITIL processes and service management tools.
4. Strong stakeholder management skills, including vendors and senior clients.
Preferred Skills & Certifications include:
1. Bachelor’s degree or vocational qualification.
2. ITIL v4 Foundation or higher certification.
3. Experience with cloud services (AWS, Azure), AIOps, automation, and cost optimisation.
4. Leadership skills in high-paced, multi-stakeholder environments.
5. Australian citizenship and security clearance eligibility (NV1 preferred).
Additional Notes: This role requires Australian citizenship and an active security clearance or eligibility. Flexibility for shifts and on-call duties is expected to ensure continuous support and operational excellence.
We are a WORK180 Endorsed Employer, committed to diversity and inclusion, offering flexible work arrangements and progressive benefits. For more information, contact exectalent@accenture.com or +61 2 9005 5000.
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