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.

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.

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 French and/or Dutch is required.
• Ability to work effectively in an international and multicultural environment.

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.