IT Service Management Manager

Accenture PLC; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Accenture seeks an experienced ITAM Delivery Lead to oversee delivery and support of critical IT services and business applications. You will guide strategic service management and hands-on IT Asset Management and CMDB activities.

You will work across HAM, CMDB, and SAM projects, driving service reliability, process adherence, and operational efficiency aligned with business objectives, while leading stakeholder engagement.

Qualifications

• Proven ability to manage large IT delivery programs with multiple stakeholders.
• Strong leadership and communication capabilities across cross-functional teams.
• Focus on service reliability, process adherence and cost efficiency.

Responsibilities

• Lead delivery of ITAM services across accounts in the portfolio.
• Drive expansion of scope, services, and team size per account.
• Collaborate with Delivery Leads to identify best practices and challenges.
• Oversee financial management and resourcing for all accounts.
• Review plans, identify gaps, and ensure accurate costs and recoveries.
• Liaise with cross-functional teams to gather required data.
• Share reports (compliance, reconciliation, spend analysis) with clients.
• Provide advisory support on remediation, cost optimization, and CMDB updates.
• Monitor data/tooling issues and manage vendor escalations.

Skills

Program/Project Management

Leadership

Operational/Delivery Excellence

Job description

We are seeking an experienced and proactive ITAM Delivery Lead to oversee the delivery and support of critical IT services and business applications. This role requires a combination of strategic service management expertise and hands‑on experience in IT Asset Management and Configuration Management. The ideal candidate will have a strong background in IT service delivery across HAM, CMDB, and SAM projects, along with excellent stakeholder management capabilities. You will be responsible for ensuring service reliability, driving process adherence, and maintaining operational efficiency aligned with business objectives.

Key Responsibilities

• Lead the successful delivery of ITAM services across all accounts within the portfolio.
• Drive expansion of scope, service offerings, and team size within each account.
• Collaborate with multiple Delivery Leads to identify best practices and common challenges across accounts.
• Oversee financial management and resourcing for all accounts in the portfolio.
• Review solution plans, identify gaps or ambiguities, and ensure accurate cost and recovery tracking.
• Liaise with cross‑functional teams as needed to gather or provide required data.
• Share reports—such as compliance, reconciliation, spend analysis, and optimization—with client stakeholders.
• Provide advisory support to clients on remediation actions, cost optimization, and CMDB updates.
• Monitor and track data or tooling issues and manage escalations with vendors as needed.

Required Skills

• Program/Project Management: Scope, communication, stakeholder and change management, issue/risk management, closure activities, etc.
• Leadership: Problem-solving, delegation, decision‑making, communication, time management, goal‑setting, and relationship building.
• Operational/Delivery Excellence: Strong understanding of OKRs and performance-driven delivery.

Recommended Skills

• Strong communication skills with proven experience managing clients.
• Analytical capabilities: logical reasoning, data acumen, research, and critical thinking.
• Innovation mindset: ability to question, observe, experiment, and introduce improvements.

Good to have Skills

• Experience with ITAM toolsets such as ServiceNow, BMC, Flexera, or Snow Software.
• Domain expertise in SAM, ELP, License Desk, Hardware Asset Management, or CMDB (depending on project needs).

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