Senior Manager - Service Desk Solution Architect

Accenture India Private Limited; Bengaluru; Hybrid; INR 3,000,000 - 5,400,000; Full time

Job summary

Accenture India Private Limited is seeking an experienced RIS Service Desk Solution Architect Senior Manager to drive solution development between sales and delivery, focusing on large-scale ITSM transformations and AI-enabled automation. You will shape end-to-end service desk architectures spanning ServiceNow, AI agents, and observability tools.

This role requires deep client engagement, a strategic view, and hands-on leadership to mentor architects while delivering multi-geography programs

Qualifications

• 15+ years in IT service management & service desk roles, in a solution or enterprise architecture capacity.
• Proven track record delivering large-scale ITSM transformations in complex geographies.
• Experience architecting automation and AI solutions in live service desk environments.

Responsibilities

• Own Solution Development as liaison between Sales and Delivery teams, including client negotiations.
• Lead end-to-end automation & agentic AI initiatives within service desk workflows.
• Define operating model, SLA/XLA frameworks, and governance for service desk programs.
• Engage with CxO stakeholders to articulate architecture concepts into business value.

Skills

Leadership

Client-facing

Strategic thinking

Communication

Education

ITIL 4 Foundation

AWS Solutions Architect (Certification)

Azure/AWS/GCP Architecture Certifications

Tools

ServiceNow

UiPath

Ansible

Power Automate

Dynatrace

Datadog

Splunk

Job description

RIS Service Desk Solution Architect Senior Manager Role Description

Own Solution Development as the liaison between Sales and Delivery teams — serving as technical bridge between the sales team, clients, and delivery support up to and including contract negotiations. Can lead solutioning of pursuits >$40M TCV Experience in Business Case Development, Deal Shaping, Negotiation, Offering Insight, Value Analysis, and Prioritisation. Develop winnable and profitable solution proposals that meet client requirements while maintaining commercial integrity. Excellent client relationship management at mid-to-senior executive level, with strong communication, presentation, and interpersonal skills.

Automation & Agentic AI Architect

end-to-end automation solutions on workflow orchestration covering ticket triage, intelligent routing, auto-resolution, and closure using ServiceNow or equivalent ITSM platforms. Design and position agentic AI capabilities — LLM-powered virtual agents, autonomous remediation bots, and AI — integrated into service desk workflows. Build self-service and contact-deflection strategies targeting measurable reductions in contact volume and mean-time-to-resolve (MTTR). Establish guardrails, audit trails, and feedback loops to ensure agentic solutions are safe, explainable, and continuously improving.

Ways of Working & Operating Model

Champion shift-left, knowledge-centered service (KCS), and DevOps practices within service desk solution designs. Define tiering, routing, and escalation models that balance cost-to-serve with user experience outcomes. Establish SLA/XLA frameworks and a metrics hierarchy that connects team activities to measurable business outcomes.

Platform & Tooling

Deep understanding of ITSM and ITAM tooling, and the integrations between the service desk platform and adjacent systems: CMDB, identity, endpoint management, observability, and enterprise applications.

Leadership & Stakeholder Engagement

Serve as trusted advisor to client CxOs on service desk strategy, technology investment, and transformation direction. Translate complex architecture concepts into compelling business narratives for senior executives and non-technical sponsors. Mentor and develop junior and mid-level architects within the service desk practice.

Qualifications & Experience

Experience 15+ years in IT service management & service desk roles, in a solution or enterprise architecture capacity. Proven track record designing and delivering large-scale ITSM platform transformations in complex, multi-geography organisations. Demonstrable hands-on experience architecting automation and AI solutions in live service desk environments Exposure to managed service provider (MSP) models, outsourcing deal structures, and sourcing strategy is required. Track record of senior client-facing leadership — credibly engaging and influencing CxO, Board, and Procurement stakeholders in competitive pursuit scenarios.

Technical Depth

ITSM platforms: like ServiceNow (preferred), Jira Service Management Automation & workflow: like UiPath, Ansible, ServiceNow Flow Designer, Power Automate. Agentic & AI: LLM orchestration, RAG architecture Observability & AIOps: like Dynatrace, Datadog, Splunk — event correlation and intelligent alerting. Contact Centre: like AWS Connect, Genesys — architecture and integration into ITSM workflows. Language & communication tooling: like Krisp+ and equivalent real-time translation/transcription platforms.

Frameworks & Certifications

ITIL 4 Foundation or higher. Architecture certifications: AWS / Microsoft / GCP Solutions Architect advantageous.

Behaviours & Soft Skills

Strategic thinker who can zoom in to debug a workflow and zoom out to present a 3-year vision.

Location

Flexible / Any hub location. Willingness to travel for client meetings and operate across global time zones expected.