Delivery Lead at Accenture

St. Catharines, Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, ConsultingIndustries

Requirements

Minimum 3 years in operations, service delivery, project/program management, or client-facing delivery roles
Strong communication skills and comfort presenting to clients and leadership
Proficiency in Excel/Sheets, ticketing platforms, and BI reporting tools (e.g., Tableau, Looker, PowerBI)
Ability to analyze performance data using Sheets/Excel, BI dashboards, and operational systems
Experience managing SLAs, KPIs, and operational performance dashboards (preferred)
Familiarity with Agile, ITIL, or structured enterprise delivery frameworks (preferred)
Background in BPO, Managed Services, Customer Support, Trust & Safety, or Enterprise Support (preferred)
Experience leading teams of 10–50+ FTE through direct or matrixed structures (preferred)
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
Quickly learn and adapt to new platforms, tools, and client systems
Leverage AI-assisted productivity tools and automations where applicable

Responsibilities

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
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
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
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
Analyze performance data using Sheets/Excel, BI dashboards, and operational systems
Build insights from trends to inform recommendations and strategic planning

Skills

SLA Management

KPI Monitoring

Capacity Planning

Incident Management

Root Cause Analysis

Stakeholder Management

Client Relationship Management

Operational Excellence

Continuous Improvement

Process Optimization

Workforce Management

Automation

Dashboards

QBR Preparation

Onboarding

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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