S&C GN - TS&T - Strategic Technology Effectiveness - ITSM - Manager

Accenture; Gurugram District; On-site; INR 5,000,000 - 8,500,000; Full time

Job summary

Accenture Technology Strategy & Advisory is seeking a Manager for ITSM Strategy & Transformation. You will analyze ITSM maturity, design processes across major ITSM domains, and lead transformation programs in a global setting.

You will collaborate with senior leaders to shape strategic IT service management initiatives and deliver tangible business outcomes. You will work with Capability Network professionals, engage with clients across industries, and drive innovations in AI-driven service

Qualifications

• MBA from a tier 1 institute.
• 10–14 years of IT/technology consulting with focus on ITSM strategy, process design, and operating model development.
• Familiarity with ITIL 4, VeriSM, COBIT frameworks and related tooling.

Responsibilities

• Assess ITSM pain points with client stakeholders and define problem statements.
• Design ITSM processes across Incident, Problem, Change, Service Catalog, CMDB, and related areas.
• Lead ITSM transformation workstreams to ensure timely delivery of high-quality outputs.
• Define KPIs/OKRs and track improvements in service quality, cost optimization, and automation.

Skills

ITSM

Stakeholder management

CXO-level communication

Problem solving

PowerPoint

Presentation skills

Team collaboration

Project management

Education

MBA

Tools

ServiceNow

Jira Service Management

BMC Remedy/Helix

Ivanti

Job description

Technology Strategy - IT Service Management (ITSM) Strategy & Transformation Manager

Practice: Technology Strategy & Advisory, Capability Network

Areas of Work: Analyze, Design & Deliver ITSM strategy, process design, and operating model advisory to enhance service management maturity for clients

Level: Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore | Years of Exp: 8-14 Years

Explore an Exciting Career at Accenture

Are you passionate about leveraging technology for large-scale transformation and innovation for global clients? Are you passionate about being part of an inclusive, diverse and collaborative culture?

Then, this is the right place for you! Welcome to a host of exciting global opportunities in Accenture Technology Strategy & Advisory.

The Practice - A Brief Sketch

The Practice is a part of and focuses on our clients' most strategic priorities. We help clients achieve growth and efficiency through innovative R&D transformation, aimed at redefining business models.

We provide you with a great learning ground, where you will get an opportunity to advice and work with our key global clients, driving end-to-end transformative strategic value and business growth. You would be working with senior leaders at client organizations and partner with them to create strategic solutions at the intersection of business, technology, and operations. As a part of this high performing team, these are some of the initiatives you will drive:

• Business problem assessment: Engage with client stakeholders to assess ITSM pain points and current-state service management capabilities, define problem statements, scope engagements, and drive project workstreams to deliver measurable outcomes
• Process Design & Analysis:Analyze client ITSM processes across key functions (Incident, Problem, Change, Request, CMDB, Service Catalog, etc.) to identify maturity gaps, inefficiencies, and improvement opportunities, and develop structured recommendations for process re-engineering and operating model enhancement
• ITSM Transformation Delivery:Lead specific workstreams/modules within ITSM transformation programs, ensuring timely delivery of high-quality outputs and alignment with client objectives
• Value Realization:Guide your team in designing ITSM target-state processes and operating model constructs that translate client objectives into practical, achievable transformation roadmaps. Contribute to defining KPIs/OKRs and tracking improvement in service quality, cost optimization, automation, and user experience
• Understand and apply the key service management levers of a business, how they impact the scope and approach of the engagement
• Innovation & Modernization: Support adoption of next-gen ITSM capabilities such as AIOps, automation, and AI-driven service management solutions
• Ensure Continued Success: Support and develop junior team members; contribute to building ITSM frameworks, reusable assets, and accelerators; assist in GTM activities and support business development efforts in the ITSM consulting space

Bring your best skills forward to excel in the role:

• (5-8) years of relevant consulting experience in IT Service Management, with hands-on exposure to ITSM assessments, process design, and operating model development. Strong skills in structuring analysis, building client narratives, and crafting compelling deliverables in PowerPoint and other formats.
• Good understanding across multiple ITSM domains including Incident Management, Problem Management, Change & Release Management, Service Request Management, CMDB/Asset Management, Service Catalog, and Knowledge Management. Preferred experience in ITSM strategy and operating model design.
• (5-8) years of relevant experience in ITSM process re-engineering, operating model design, and service integration and management (SIAM). Familiarity with the ITSM tooling landscape (e.g., ServiceNow, JIRA Service Management, BMC Remedy/Helix, Ivanti) from a consulting advisory standpoint is a plus.
• Practical exposure to modern ITSM trends including AIOps, AI/GenAI-led service management, automation, and self-healing operations
• Understanding of ITSM-ITOM convergence, including CMDB, event management, and observability integration
• Hands-on consulting skills include CXO-level communication, structured problem solving, stakeholder management, and team collaboration. Ability to synthesize complex ITSM concepts into clear, actionable client recommendations.
• 3+ years of experience developing ITSM maturity assessments, process design documents, and transformation business cases to support strategic IT service management initiatives
• Quickly understand the key ITSM and service management levers of an organization, how they impact the scope and approach of the engagement
• Advanced presentation, public speaking skills and ability to drive C-suite/senior leadership level discussions
• Ability to manage ITSM engagement planning, scoping, and workstream management activities and contribute to client proposals and project planning documentation
• Proficiency in ITSM maturity assessment frameworks, process mapping, and the ability to translate findings into executive-ready presentations and structured recommendations
• Maximize capacity to develop high impact thought leadership that articulates a forward-thinking view of the market and work creatively and analytically in a problem-solving environment.
• Promote a culture of experimentation and innovation.

Read more about us.

Qualification

Your experience counts!

• MBA from a tier 1 institute
• Working experience across:

• 10-14 years of experience in IT/technology consulting, with a strong focus on ITSM strategy, process design, and service management transformation
• 7+ years of relevant experience in ITSM process design and re-engineering, service management operating model design, and ITSM consulting delivery
• Solid knowledge of ITSM frameworks (ITIL 4, VeriSM, COBIT) and their practical application in enterprise service management environments
• Awareness of and interest in emerging ITSM trends including AI-driven service management, AIOps, intelligent automation, and next-generation service desk models

• Working knowledge of ITSM frameworks and standards-e.g., ITIL 4, VeriSM, SIAM, COBIT-and core ITSM process areas such as Incident, Problem, Change, CMDB, and Service Catalog management. General awareness of the ITSM tooling landscape is beneficial but not a requirement

• Practical industry expertise in Financial Services, Retail, Consumer Goods, Telecommunications, Life Sciences, Transportation, Hospitality, Automotive/Industrial, Mining and Resources is of interest but experience in equivalent domains is also welcome.

What's in it for you?

• An opportunity to work on with key G2000 clients
• Potential to with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed into everything-from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world's largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients' future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network - a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit

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