Skill required: Omnichannel - Customer Service
Designation: Delivery Lead Senior Manager
Qualifications:Any Graduation
Years of Experience:16 to 25 years
About Accenture
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 Consulting, Technology and Operations services, and Accenture Song— all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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
What would you do The Customer Service Senior Manager role supports a large, global client in the energy sector, delivered through Accenture's BPMS / Customer Operations function. The role operates within a complex, large-scale, multi-channel customer service environment, supporting B2B and B2C service delivery across multiple entities, processes, or regions. The Senior Manager has end-to-end accountability for service delivery excellence, overseeing operational performance, client governance, financial discipline, risk management, and transformation execution for their assigned scope. The role acts as a key interface between the client and Accenture leadership, ensuring delivery outcomes align with contracted commitments and Accenture standards. Client identity and data are handled in strict accordance with Accenture confidentiality and information security policies.
What are we looking for Extensive experience leading large-scale Customer Operations delivery in a BPMS / managed services environment Strong understanding of service governance, financial levers, and operational performance management Proven ability to lead managers and senior leaders in complex delivery environments Demonstrated experience managing client relationships, executive escalations, and delivery risk Strong commercial and financial acumen, including cost-to-serve, productivity, and value tracking Ability to drive transformational change and continuous improvement at scale Strong analytical, decision-making, and problem-solving capabilities Excellent stakeholder-management and executive communication skills Deep familiarity with CRM platforms, operational dashboards, and performance reporting frameworks Fluent proficiency in English (spoken and written) for executive client communication, governance, and reporting Additional language requirements may apply depending on client scope and supported markets Role operates within client-defined service windows with senior leadership coverage expectations Flexibility required for: Executive escalation management outside core hours Peak periods, incidents, or transformation milestones Multi-region or global delivery support Ability to operate in a high-accountability, client-facing leadership role with flexible availability is essential.
Roles and Responsibilities:
- As a Customer Service Senior Manager, you will lead a large delivery area or service tower, managing multiple Managers and Associate Managers, with accountability for strategic and operational outcomes. You will be responsible for: Owning end-to-end service delivery across multiple teams or service lines, including SLA, KPI, quality, productivity, and customer satisfaction outcomes Providing senior leadership and direction to Managers and Associate Managers, ensuring strong execution, governance, and leadership capability Acting as the primary client operations partner for the assigned scope, leading service reviews, governance forums, and escalation management Ensuring service stability, resilience, and compliance, proactively identifying and mitigating delivery, regulatory, and operational risks Driving financial and commercial discipline, including cost-to-serve optimization, utilization efficiency, scope adherence, and value realization Overseeing capacity planning and demand-supply management across the delivery organization in partnership with Workforce Management Leading performance governance rhythms, including executive-level reporting, trend analysis, and corrective action execution Sponsoring and driving continuous improvement and transformation initiatives, including process standardization, automation, and digital enablement Supporting transitions, transformations, and scope expansions, ensuring smooth onboarding and stabilization of new services or geographies Contributing to account strategy, growth opportunities, and client value creation, in collaboration with Sales and Account Leadership Ensuring strong focus on people development, succession planning, engagement, and retention Championing Accenture core values, delivery excellence, and a culture of accountability and continuous improvement This role carries significant people-management and financial accountability and is responsible for the overall health, performance, and client satisfaction of the assigned service portfolio.
Skills Required
omnichannel
