Senior Infrastructure Service Delivery Lead

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.

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.

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).