Junior Infrastructure Service Delivery Lead

The role

As a Junior Infrastructure Service Delivery Lead, you will contribute to the operational management of IT infrastructure services delivered to our clients, ensuring that services meet contractual Service Level Agreements (SLAs). You will support the coordination of technical teams, the preparation of service performance reports, and the tracking of continuous service improvement initiatives. You will also support the adoption of AI-first delivery practices, embedding AI, GenAI, AIOps, and intelligent automation into service operations to enhance efficiency, service quality, and user experience.

This role is an excellent entry point for professionals looking to develop ITSM, cloud service management, and client relationship skills within a high-volume consulting and managed services environment.

Key Responsibilities

• Support the monitoring and management of IT infrastructure service delivery against defined SLAs.
• Coordinate with technical teams (cloud, networking, workplace) for incident and problem resolution.
• Assist in preparing service performance reports and dashboards for internal and client stakeholders.
• Participate in service review meetings and contribute to the tracking of continuous improvement action plans.
• Support the management of service requests, changes, and escalations through ITSM platforms (ServiceNow, Jira SM).
• Maintain service delivery documentation: process guides, knowledge base articles, and SOPs.
• Contribute to onboarding activities for new infrastructure service contracts.
• Gather client feedback and identify areas for service quality enhancement.
• Track service improvement initiatives and contribute to their implementation.
• Collaborate with technical teams and vendors to ensure operational continuity.

Your profile

Required Skills

• Understanding of ITIL principles: Incident, Problem, Change, and Service Level Management.
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management.
• Basic knowledge of IT infrastructure components: servers, networking, cloud, and end-user computing.
• Strong organisational skills and ability to manage multiple priorities in a dynamic environment.
• Excellent communication and stakeholder management skills.
• Analytical mindset for interpreting service performance data and identifying trends.
• Customer-focused attitude with a strong commitment to service quality.

Preferred Skills

• Exposure to cloud infrastructure services (AWS, Azure, or GCP).
• Basic knowledge of DevOps or Agile delivery methodologies.
• Experience with monitoring and observability tools (Grafana, Datadog, Dynatrace).
• Familiarity with vendor management or supplier governance processes.
• Experience in a client-facing IT support or service desk role.

Relevant Certifications

• ITIL 4 Foundation.
• Industry-recognized certification in cloud fundamentals and  cloud operations.
• ServiceNow Certified System Administrator (CSA) — desirable.
• Project Management: CAPM or equivalent.

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 atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.