Delivery Lead Manager

Delivery Lead Manager

Responsibilities:

• Ensure execution of delivery work across multiple service delivery operations, as needed
• Drive optimization of delivery of standard solutions within areas of expertise
• Deliver agreed scope of services while achieving profitability improvements and productive gains
• Address performance issues across the service delivery operations, create operational approach and implement continuous improvement
• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance
• Manage supply and demand, service quality and processes to meet delivery expectations Implement the levers to consistently achieve performance targets
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
• Responsible for career management of service delivery resources e.g. training, engagement, mentoring, succession planning and annual performance process
• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets
• Deliver efficiencies through standard processes and synergies Implement standard service level agreement SLA and other contract financial requirements
• Resolve performance issues with delivery leadership
• Formalize delivery plans for the service delivery with service group delivery leadership
• May lead or support the design of new offerings or services for industry functional technical
  Support sales opportunities and validate expected delivery capability
• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution
• Act as escalation point to address issues concerns about service delivery performance, personnel, etc.
• Engage with client to align on program objectives, business drivers, and desired outcomes
• Translate the client's business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution
• Proactively improve client and customer relationships, while working with client account and account
• Responsible for workstream budgets and managing cost within company
• Large scale people management
• Measure and manage individual and team performance
• Optimize performance in a contact center and back-office environment around cost, growth and innovation coaching management on key performance and handling any variances Integrating innovation to continuously build superior customer service
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
• Analyze call drivers, the impact call types on staffing needs and opportunities for addressing drivers differently
• Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
• Forecasting Capacity Planning Analyze work volume patterns to determine trends
• Create volume forecast and handle time forecast for interval, daily and weekly

Role Requirements:

• Role is remote and requires private secure home internet
• Travel is required to Albuquerque, NM at 20-60% (1 week a month); as per client requests
• Project Operation Hours for this contact center are 8 hour shifts between 7:00 am-7:00pm MST

Basic Qualifications:

• Minimum 5 years' experience in operations
• Minimum 5 years' experience in people management
• Minimum 2 years' experience in contact center management
• Minimum 1 years' experience working in medicaid

Preferred Qualifications:

• Bachelor's Degree
• Experience managing workforce of 100
• Medicaid experience
• Cost Management, Operational Excellence, Client Relationship Management, SLA Management experience
• Excellent analytical, communication, organization time management and problem solving skills
• Demonstrated ability to forge meaningful relationships with key Stakeholders
• Demonstrated ability to lead successful change management efforts

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We anticipate this job posting will be posted until 10/13/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture

Role Location Annual Salary Range
California $94,400 to $266,300
Colorado $94,400 to $230,000
Connecticut $94,400 to $230,000
District of Columbia $100,500 to $245,000
Illinois $87,400 to $230,000
Maine $80,400 to $196,000
Maryland $94,400 to $230,000
Massachusetts $94,400 to $245,000
Minnesota $94,400 to $230,000
New York $87,400 to $266,300
New Jersey $100,500 to $266,300
Ohio $87,400 to $213,000
Virginia $87,400 to $245,000
Washington $100,500 to $245,000