We are seeking an exceptional consulting leader to serve as our Modern Service Management Lead, a senior L5 position with enterprise-wide ownership of IT Service Excellence and the operating model required to achieve it. This role sits at the intersection of discipline and reinvention — maintaining the governance rigour of ITIL while fundamentally re-engineering service management processes to unlock automation, AI-augmented operations, and agentic workflows. The individual in this role is both a trusted operator and a transformational force: equally comfortable defending control frameworks to a CIO as they are challenging legacy process thinking to drive the next generation of service delivery. They sell, shape, and remain personally accountable for the programs they win.

The Work:

• Own IT Service Excellence end-to-end — defining the target operating model, setting service quality standards, and holding accountability for outcomes across incident, problem, change, request, and configuration management

• Balance governance and reinvention — upholding ITIL control disciplines while systematically identifying and re-engineering processes where automation, AI, or agentic operations can replace manual effort or accelerate resolution

• Design and govern the service management operating model — spanning people, process, tooling, and data — to enable a shift from reactive service delivery to predictive, autonomous, and continuously improving operations

• Lead the integration of agentic AI into core ITSM workflows — including autonomous incident triage, self-healing operations, intelligent change risk assessment, and AI-assisted knowledge management

• Sell and shape service management transformation programs at the CIO level — leading pursuits, authoring executive proposals, and presenting the business case for modernized service delivery to senior technology and business leaders

• Maintain personal accountability for the commercial and delivery performance of sold engagements — including P&L ownership, delivery quality, and client satisfaction across the service management portfolio

• Provide thought leadership on the evolution of service management — including AIOps, observability-driven operations, platform engineering models, and the organizational implications of shifting from human-run to machine-augmented service delivery

• Build and lead a high-performing service management practice — attracting talent with both process rigour and automation fluency, and scaling Accenture's go-to-market proposition in modern ITSM

Travel may be required for this role.  The amount of travel will vary from 25% to 100% depending on business need and client requirements

Required Qualifications:

• Minimum 10+ years of progressive experience in IT service management, IT operations, or technology consulting, with deep expertise in both ITIL governance and service delivery transformation

• Minimum 10+ years in senior leadership roles with direct accountability for service management operating models, including ownership of ITSM tooling strategy, process governance, and service quality outcomes

• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)   

Bonus Points If:

• Deep domain experience in financial services, manufacturing, energy, or other sectors with complex, high-volume IT operations environments requiring rigorous service control alongside high change velocity

• Experience leading or advising service management functions through a DevOps or platform engineering transition — including the cultural and organizational challenges of integrating ITSM governance into product and agile delivery models

• Industry certifications: ITIL 4 Managing Professional or Strategic Leader, ServiceNow Certified Implementation Specialist, and/or relevant cloud or SRE certifications

• Familiarity with SRE practices and the tension — and opportunity — between SRE's engineering-first philosophy and traditional ITSM governance, with experience brokering a pragmatic synthesis of both

Skills:

• ITIL Governance & Service Control: ITIL 4 framework design across core practices, SLA/OLA/XLA outcome metrics, and CMDB asset governance for automation and AI.

• Automation, AIOps & Agentic Ops: AIOps platform strategy (event correlation, noise reduction), agentic workflow design (autonomous triage, self-healing runbooks), and ServiceNow/observability toolchain fluency.

• Operating Model & Service Transformation: Target operating model design (shift-left, vendor management), ITSM platform modernization (ServiceNow, BMC Helix, Jira), and CSI frameworks to improve MTTR and change success.

• Commercial & Executive Leadership: CIO-level relationship management and deal origination, portfolio P&L governance, and practice development through hyperscaler/AI vendor alliances.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We anticipate this job posting will be posted until 09/29/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

Role Location Annual Salary Range
California $163,000 to $413,600
Cleveland $150,900 to $330,900
Colorado $163,000 to $357,400
District of Columbia $173,500 to $380,500
Illinois $150,900 to $357,400
Maine $138,800 to $304,400
Maryland $163,000 to $357,400
Massachusetts $163,000 to $380,500
Minnesota $163,000 to $357,400
New York $150,900 to $413,600
New Jersey $173,500 to $413,600
Virginia $150,900 to $380,500
Washington $173,500 to $380,500