Client Service Delivery Senior Manager – Infrastructure

Accenture•Chicago, IL

42d•Hybrid

About The Position

CSD is a senior leader responsible for the end-to-end delivery of infrastructure managed services across a portfolio of enterprise clients. Operating across the full infrastructure stack — hybrid cloud, on-premises, network, security, and end-user computing — the SDM serves as the primary executive relationship owner, ensuring contractual SLAs are met, operational excellence is sustained, and client satisfaction drives organic growth. This role combines strategic account leadership with operational governance, requiring a leader who is equally comfortable in a boardroom presenting quarterly business reviews and, on the floor, driving incident resolution with technical teams Additionally, you have the communication and people skills to inspire teams to bring their A-game.

Requirements

Minimum 10+ years in IT infrastructure operations or managed services, with at least 5 years in a client-facing service delivery leadership role.
Minimum 5+ years experience managing full-stack infrastructure environments: hybrid cloud (Azure / AWS / GCP), on-prem data center, network and EUC.
Minimum 5+ years experience managing multi-million-dollar client accounts and P&L ownership within an MSP or outsourcing environment.
Minimum 2+ years experience leading geographically distributed and cross-functional teams in a 24x7 operational model.
Minimum 2+ years experience with infrastructure monitoring, observability platforms (Dynatrace, Datadog, SolarWinds), and automation tooling (Ansible, Terraform).
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)

Nice To Haves

Proficiency in Cloud technologies (AWS, Azure, GCP)
ITIL v4 Foundation or above
Experience in the Resources Industry, specifically in Energy (Oil and Gas)

Responsibilities

Serve as the senior point of accountability one or more enterprise client accounts across the managed services portfolio.
Lead Executive Business Reviews (EBRs) and Quarterly Service Reviews (QSRs), presenting performance data, risks, and improvement roadmaps.
Build trusted advisor relationships with C-level and senior stakeholders (CIO, CTO, CISO) to understand evolving business priorities.
Proactively identify upsell and cross-sell opportunities in alignment with account and sales teams.
Own end-to-end delivery accountability across hybrid cloud & on-premises, network & and end-user computing services.
Ensure consistent achievement of contractual SLAs, OLAs, and KPIs; drive root cause analysis and remediation for chronic underperformance.
Oversee the ITIL-aligned service management lifecycle including Incident, Problem, Change, and Capacity Management.
Partner with NOC, SOC, and infrastructure operations teams to ensure 24x7 service continuity.
Define and drive service improvement plans (SIPs) aligned to client outcomes and MSP profitability targets.
Champion automation and tooling initiatives to reduce MTTR, manual effort, and cost-to-serve.
Monitor operational dashboards and reporting; translate data into actionable insights for both client and internal audiences.
Own the P&L for assigned client accounts; manage revenue recognition, margin, and cost optimization.
Forecast and manage workforce, licensing, and infrastructure costs in line with contractual commitments.
Identify out-of-scope activity and lead commercial conversations around contract amendments and renewals.
Lead a multi-disciplinary delivery team of engineers, analysts, and coordinators (direct and matrix) across the globe.
Set performance objectives, conduct reviews, and build a culture of accountability and continuous learning.
Manage third-party subcontractors and OEM/vendor relationships to ensure integrated service quality.