ITSM Process Consultant | ITIL 4, DevOps & SRE

Accenture; Sydney; On-site; AUD 105,000 - 160,000; Full time

Job summary

Accenture is seeking a Service Management Consultant / Process Specialist to design, uplift, and embed ITSM practices across diverse client environments. You will combine process design, advisory, and hands-on delivery to establish fit-for-purpose ITSM processes that enable reliable, scalable service operations.

The role spans complex multi-supplier, cloud, and platform delivery models, collaborating with stakeholders and tooling teams (e.g.

Qualifications

• Bachelor’s degree or equivalent qualification.
• ITIL 4 Foundation certification (higher-level certifications preferred).
• Minimum 5 years’ experience in IT Service Management, including process design, uplift, and/or operational improvement in enterprise environments.

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 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.

Skills

Stakeholder management

Communication

Problem solving

Education

Bachelor's degree or equivalent

ITIL 4 Foundation

Tools

ServiceNow

Job description

Accenture is seeking a Service Management Consultant / Process Specialist to design, uplift, and embed ITSM practices across diverse client environments. You will combine process design, advisory, and hands-on delivery to establish fit-for-purpose ITSM processes that enable reliable, scalable service operations.

The role spans complex multi-supplier, cloud, and platform delivery models, collaborating with stakeholders and tooling teams (e.g.