ITSM Process Architect | ITIL4, DevOps & SRE

8200 Accenture Australia P/L Company; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

Accenture Australia is seeking a Service Management Consultant / Process Specialist to design and uplift ITSM practices across complex client environments. You will embed ITIL 4 aligned frameworks, work with multi‑supplier setups and DevOps/SRE contexts, and drive practical operational improvements.

The role requires strong workshop facilitation, stakeholder engagement, and hands‑on delivery to enable reliable, scalable service operations. Australian work rights are mandatory.

Qualifications

• Bachelor’s degree or equivalent qualification.
• ITIL4 Foundation certification (higher‑level certifications preferred).
• Minimum 5 years’ experience in IT Service Management, including process design and uplift in enterprise environments.
• Strong ITIL4 understanding and governance of ITSM processes.
• Experience in multi-supplier and large-scale enterprise environments.
• Proven ability to facilitate workshops and translate business needs into practical process outcomes.
• Experience with ITSM tooling platforms (e.g., ServiceNow).
• Knowledge of DevOps, SRE, and cloud operations.

Responsibilities

• Design, document, and pragmatically embed ITSM processes aligned to ITIL 4 principles and client needs.
• Facilitate workshops and stakeholder engagements to gather requirements, align on process design, and drive agreed outcomes.
• Assess current‑state service management maturity and define practical improvement roadmaps.
• Support the implementation and uplift of service management capabilities across project delivery and BAU environments.
• Ensure ITSM processes integrate with infrastructure, cloud, and platform engineering practices including DevOps and SRE.
• Collaborate with tooling teams (e.g. ServiceNow or equivalent) to align workflows, data models, and automation with process design.
• Work across complex enterprise and/or multi‑supplier environments to ensure consistency, integration, and clear accountability.
• Define and implement governance frameworks, including SLAs, KPIs, and reporting, to support service performance and continual improvement.

Skills

ITIL4 Foundation

Stakeholder management

Workshop facilitation

Process design

ITSM knowledge

DevOps / SRE awareness

ServiceNow experience

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

Accenture Australia is seeking a Service Management Consultant / Process Specialist to design and uplift ITSM practices across complex client environments. You will embed ITIL 4 aligned frameworks, work with multi‑supplier setups and DevOps/SRE contexts, and drive practical operational improvements.

The role requires strong workshop facilitation, stakeholder engagement, and hands‑on delivery to enable reliable, scalable service operations. Australian work rights are mandatory.