Skill required: Talent & HR - Employee Data Process Design

Designation: Delivery Lead Senior Manager

Qualifications:Any Graduation

Years of Experience:16 to 25 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do? Lead end-to-end delivery of assigned HR Shared Services towers (e.g., Core HR, Talent Acquisition Operations, Case Management, HRIS support)

Ensure SLA / OLA compliance and service stability across geographies

Drive execution of productivity and transformation initiatives within delivery scope

Act as primary delivery interface for client HR Operations stakeholders

Support account-level strategy and transformation roadmap defined by CL5 leadership

What are we looking for?

Experience in managing ANZ region clients Candidate should be willing to work in Australia Standard working Hours

Knowledge of HCMs like SuccessFactors, Workday and Case mgmt tools like ServiceNow, Zendesk

Good Knowledge of Gen AI & Agentic framework & Practices.



Should have some experience in implementing Gen AI/Agentic solutions in HR domain

Professional certifications in HR, project management (e.g., PMP), or technology platforms (e.g., Workday Certified) are advantageous.

Roles and Responsibilities: 1) Service Delivery Leadership

Manage end-to-end delivery of assigned HR service towers

Ensure achievement of contractual SLAs, OLAs, and KPIs

Monitor queue performance, backlog trends, and turnaround times

Drive service quality and operational stability across locations

Lead service performance reviews and operational governance forums

- Operational Performance Management

Track and improve delivery performance metrics

Identify root causes of SLA breaches and implement corrective actions

Ensure compliance with service management frameworks

Drive continuous service improvement initiatives

Maintain delivery readiness across peak volume periods

- Productivity & Continuous Improvement Execution

Implement automation initiatives (RPA, workflow improvements, digital tools)

Support service catalog optimization and standardization

Improve case routing efficiency and resolution timelines

Execute span-of-control and pyramid optimization initiatives





Support location mix optimization aligned to delivery strategy

- Transformation Initiative Deployment

Execute process reengineering initiatives within assigned towers

Support rollout of digital HR enablement solutions

Drive adoption of self-service and case deflection initiatives

Deliver productivity improvements aligned with account roadmap

- Stakeholder Engagement

Act as primary interface with client HR Operations leadership

Engage with regional HR stakeholders and platform teams

Support governance discussions on delivery performance

Provide delivery insights and improvement recommendations

Build trusted relationships with client operational stakeholders

- Reporting & Analytics Governance

Review SLA dashboards and productivity reports

Monitor backlog trends and performance variances

Ensure accuracy and consistency of operational reporting

Support delivery forecasting and workload planning

- Transition & Stabilization Support

Support onboarding of new scope into delivery environment

Ensure SOP readiness and training completion

Lead delivery stabilization activities post-transition

Coordinate staffing readiness for current services

Support transition governance with mobilization teams

- Escalation & Risk Management

Manage delivery escalations within assigned towers

Address service disruptions and performance risks proactively

Resolve operational bottlenecks impacting service delivery

Escalate critical risks to CL5 leadership where required

Maintain delivery continuity across locations

📌 Delivery Lead Senior Manager (Bengaluru)
🏢 Accenture
📍 Bengaluru