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: U.S. Employee Benefits | Accenture 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 Requesting an Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter. Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Equal Opportunity Statement Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information. 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