Modern Service Management Assoc Director

Modern Service Management Lead

Accenture is 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.