The Delivery Lead is responsible for ensuring consistent, high-quality operational delivery across assigned workflows. This role oversees client deliverables, drives operational excellence, analyzes performance trends, and ensures a seamless execution rhythm across the business. The Delivery Lead partners with internal teams, stakeholders, and clients to maintain service stability, improve processes, and support successful onboarding of new work.

Key Responsibilities

Delivery & Operations Management

• Oversee end-to-end service delivery, ensuring all SLAs, KPIs, and contractual obligations are consistently met or exceeded.

• Manage daily/weekly business rhythms, including standups, WBR/MBR insights, and QBR preparation.

• Monitor operational performance dashboards and take action to address gaps.

• Drive capacity planning and forecasting in partnership with WFM.

• Ensure appropriate staffing coverage across shifts and time zones.

• Lead incident and escalation management, including root-cause analysis and corrective actions.

• Support onboarding of new workflows, pilots, migrations, and transitions.

Client & Stakeholder Management

• Serve as a primary operational point of contact for client partners and internal stakeholders.

• Provide clear, concise, data-driven updates and performance narratives.

• Build and maintain strong, trust-based client relationships.

• Influence and negotiate delivery plans, resourcing, and expectations.

• Collaborate cross-functionally with Quality, Training, WFM, Product, and other teams.

Operational Excellence & Continuous Improvement

• Interpret operational data, QA insights, and workflow trends to identify improvement opportunities.

• Drive continuous improvement initiatives across SOPs, process documentation, and knowledge management.

• Optimize workflows to reduce friction, improve throughput, and enhance quality.

• Partner on efficiency efforts, including tooling enhancements and automation opportunities.

Leadership & Team Enablement

• Guide Team Leads, SMEs, and supervisors in daily execution.

• Support ongoing coaching, performance management, and escalation handling.

• Promote a high-trust, feedback-driven, transparent team culture.

• Ensure alignment on targets, priorities, and operational standards.

Analytics & Technical Skills

• Analyze performance data using Sheets/Excel, BI dashboards (Tableau, Looker, PowerBI), and operational systems.

• Build insights from trends to inform recommendations and strategic planning.

• Leverage AI-assisted productivity tools and automations where applicable.

• Quickly learn and adapt to new platforms, tools, and client systems.

Professional Behaviors

• Demonstrate ownership mindset and bias for action.

• Stay calm under pressure and exercise strong judgment in ambiguous situations.

• Maintain operational discipline, follow-through, and high integrity.

• Balance competing priorities while delivering consistently high quality.

Basic Qualifications

• Minimum 3 years in operations, service delivery, project/program management, or client-facing delivery roles.

Preferred Qualifications

• Experience managing SLAs, KPIs, and operational performance dashboards.

• Familiarity with Agile, ITIL, or structured enterprise delivery frameworks.

• Background in BPO, Managed Services, Customer Support, Trust & Safety, or Enterprise Support is preferred.

• Experience leading teams of 10–50+ FTE through direct or matrixed structures.

• Strong communication skills and comfort presenting to clients and leadership.

• Proficiency in Excel/Sheets, ticketing platforms, and BI reporting tools.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 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. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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