Service Controller (Infrastructure Management)

Accenture; Ireland; On-site; EUR 90,000 - 120,000; Full time

Job summary

Accenture Ireland is seeking a Service Management Lead to drive ITIL processes across incident, problem, change, service request, configuration, and SLAs. You will partner with business stakeholders, IT teams and vendors to align services with objectives and report on KPIs and governance forums.

You will guide major incident resolution, manage CAB changes, maintain CMDB documentation and act as Accenture ambassador to share success stories and regional messaging. English fluency required.

Qualifications

• Must have service management experience in IT.
• 2 years managing service contracts in IT infrastructure.
• Knowledge of IT infrastructure production environments.
• Excellent English communication, both written and spoken.
• Strong presentation and communication skills.
• Automation mindset and IT industry awareness.

Responsibilities

• Lead and manage ITIL service management processes including incident, problem, change, service request, configuration and SLA governance.
• Liaise with tooling support teams and developers for ITIL configurations.
• Continuously evaluate and improve ITIL processes to boost delivery and customer satisfaction.
• Collaborate with business stakeholders, IT teams and vendors to align services with objectives; maintain relationships.
• Monitor KPIs and SLAs; prepare and present governance meetings.
• Lead major incident and problem resolution with root-cause analysis and preventive actions.
• Manage change process and CAB to minimize disruption.
• Maintain documentation and CMDB for ITIL processes and configurations.
• Act as Accenture ambassador, sharing success stories and regional strategy.

Skills

Service management

ITIL

Stakeholder management

English fluency

Communication skills

Automation mindset

IT industry understanding

Cloud fundamentals

Education

BSc/MSc in CS & Eng or business admin

Tools

ITSM tooling

Job description

Job Description

• Service Management Leadership: Lead and manage the ITIL service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management, and Service Level Management.
• ITSM/tooling Functional Support: Be a liaison with the tooling support team/developers as it relates to configurations in ITIL processes.
• Process Improvement: Continuously evaluate and improve ITIL processes to enhance service delivery, efficiency, and customer satisfaction.
• Stakeholder Engagement : Collaborate with business stakeholders, IT teams, and external vendors to ensure alignment of IT services with business objectives. Maintain and develop customer relationship.
• Monitoring: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify areas for improvement. Prepare and present governance meeting (Operational, Steering committees)
• Incident and Problem Management: Lead the resolution of major incidents and problems, ensuring root cause analysis and preventive measures are implemented.
• Change Management: Manage the change management process and CAB to ensure changes are implemented smoothly and with minimal disruption to services.
• Documentation and CMDB: Maintain comprehensive documentation of ITIL processes, procedures, and ITSM configurations.
• Ambassador for Accenture: Share Accenture success experience & legacy, Relay the local & regional messages & strategy, Ease the inter-site communication/cross cultural aspects

Must have

• Service management experience
• 2 years managing service contract in IT infrastructure
• Knowledge in IT Infrastructure Production environment
• Fluency in written and spoken English language is a must
• Good presentation & communication skills
• Automation mindset
• Market/IT Industry understanding

Nice to have

• BSc/MSc in Computer Science & Engineering or in business administration
• Cloud fundamentals, Experienced in Cloud based environment like GCP, AWS, Azure, AliCloud, etc is a plus
• ITIL V3 or V4 Foundation
• Interpersonal skills proficiency
• Good Leadership and management competencies
• Able to work flexible hours, including weekends by the needs of the business
• Able to work overtime, as needed

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.