Senior Infrastructure Service Delivery Lead

Job description

The role As a Senior Infrastructure Service Delivery Lead, you will own the end-to-end delivery of complex IT infrastructure managed services for strategic clients. You will act as the primary client interface for service performance, lead a team of infrastructure professionals, drive service transformation and automation initiatives, and ensure full compliance with contractual obligations. You will also drive 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. You will be accountable for SLA performance, financial outcomes, and long-term client satisfaction across multi-technology infrastructure environments spanning cloud, data centre, network, and digital workplace. Key responsibilities Own end-to-end delivery of IT infrastructure managed services: data centre, cloud, network, and end-user computing. Act as the primary stakeholder interface for service performance, escalations, and strategic reviews with client CxOs. Manage and develop a team of infrastructure service specialists, fostering a culture of accountability and continuous improvement. Define, monitor, and enforce SLA/OLA compliance across all infrastructure service towers. Lead regular service reviews, prepare executive reports, and present service performance and improvement roadmaps. Drive service transformation initiatives: cloud adoption, automation, and AIOps integration. Oversee incident, problem, and change management processes, ensuring ITIL best practices are embedded. Manage service delivery financials: budgeting, cost-to-serve modelling, and value-leakage identification. Lead vendor and third-party service provider governance, escalation management, and performance reviews. Define and implement Continuous Service Improvement Plans (CSI) based on client feedback and performance analytics. Contribute to new business pursuits: pre-sales support, solution design, and contract negotiations. Ensure compliance with security policies and regulatory requirements (DORA, NIS2) and audit obligations. Who We Are Accenture is a leading global professional services company that helps organizations build their digital core, optimize operations, accelerate growth and enhance services. We combine deep industry expertise with advanced technology capabilities in cloud, data & AI, security and intelligent platforms. In Belgium and Luxembourg, our teams work with leading organizations across the public and private sectors to drive innovation, improve business performance and deliver meaningful outcomes through technology. Within the Intelligent Infrastructure Services practice, part of Digital Core Reinvention, you will join a team of specialists dedicated to transforming the technology foundations of our clients. Our scope spans cloud architecture and migration, AI applied to infrastructure, managed service excellence and digital workplace transformation. Your Profile Language Requirements Fluency in English and fluency in French and/or Dutch is required. Ability to work effectively in an international and multicultural environment. Required Skills Extensive experience managing IT infrastructure managed services in multi-technology environments. Deep knowledge of ITIL 4 service management frameworks and ITSM tooling (ServiceNow) in a managed services context. Strong understanding of cloud infrastructure (AWS, Azure, GCP), data centre operations, and networking. Proven ability to manage client relationships at CxO level and deliver executive-level reporting. Financial management skills: budgeting, cost-to-serve modelling, and P&L awareness. Leadership experience managing distributed, cross-functional infrastructure teams. Excellent problem-solving and escalation management skills under pressure. Experience with vendor governance and third-party service provider management. Preferred Skills Experience with AIOps platforms (Dynatrace, Datadog, New Relic) for predictive service management. Knowledge of FinOps and cloud cost governance in managed services contracts. Familiarity with automation and orchestration tools for service operations (Ansible, ServiceNow Flow Designer). Experience in large-scale infrastructure outsourcing or managed service transitions. Background in digital transformation programmes combining infrastructure modernisation , AI adoption, and service delivery. Relevant Certifications ITIL 4 Managing Professional or Strategic Leader. Industry-recognized certification in cloud architecture, cloud administration, cloud operations. AI Leadership or Generative AI Leadership certification. PMP (Project Management Professional) or PRINCE2 Practitioner. ServiceNow Certified Implementation Specialist (ITSM). ISO 20000 IT Service Management Lead Auditor / Implementer. Additional Requirements Candidates must be citizens of a NATO member country. Candidates must be eligible to work in Belgium. Our offerAt Accenture, we are committed to creating an inclusive and supportive workplace that values diversity and promotes growth for all. As you join our global company with a world-class brand and reputation, we want to assure you that you will be part of a vibrant, diverse workplace culture. We firmly believe in openness and honesty, fairness and equality, and we celebrate the unique contributions of every individual. We are dedicated to getting to know the real you and supporting your personal and professional growth, so you can excel in whatever you're great at. At Accenture, learning is a continuous journey, and we provide numerous learning opportunities, both formal and informal, to enhance your role-specific skills and expertise. Beyond the impactful work we do for our clients and the nurturing work environment we provide, we offer a range of excellent employee benefits designed to cater to your diverse needs and well-being. These benefits include: 13th month + holiday allowance: Ensuring financial stability and recognition for your hard work. 20 + 12 holidays: Providing ample time to recharge and spend quality moments with loved ones. Laptop and smartphone: Equipping you with the necessary tools to excel in your role, regardless of location. Hospitalization insurance and extensive group insurance package: Prioritizing your health and well-being, so you can focus on what matters most. Extensive level of flexibility: Allowing you to decide Bonus program: Recognizing and rewarding your exceptional contributions to the team's success. Training & learning opportunities: Encouraging continuous growth and skill development to reach your full potential. Green mobility program: Supporting environmentally friendly commuting options like e-bikes, public transport, bike 2 work allowance, and more. Flexrewards: Empowering you to customize your rewards package with our flexible benefits tool to suit your individual needs. Discount program: Offering discounts at your favorite online shops, so you can enjoy life outside of work. Employee shares purchase plan: Providing an opportunity to become a stakeholder in the company's success. Eco-cheques: Promoting sustainable living and environmentally conscious choices. And many more! 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