AI-Driven IT Service Management Lead

Accenture; Des Moines (IA); On-site; USD 151,000 - 414,000; Full time

Job summary

Accenture is seeking a Modern Service Management Lead (senior L5) in the United States to own IT Service Excellence end-to-end and define the target operating model for incident, change, and configuration management.

You will drive governance and reinvention through automation and AI, design the operating model for predictive operations, and lead AI-integrated ITSM initiatives while maintaining P&L and delivery accountability.

Qualifications

• Minimum 10+ years of IT service management or tech consulting with ITIL governance expertise.
• Senior leadership with ownership of service management operating models and tooling strategy.
• Bachelor’s degree or equivalent (minimum 12 years) work experience; associate degree requires 6 years.

Responsibilities

• Own IT Service Excellence end-to-end — define target operating model and service quality standards across incident, problem, change, request, and configuration management.
• Balance governance with reinvention — identify and re-engineer processes to leverage automation, AI, or agentic operations.
• Design and govern the service management operating model across people, process, tooling, and data for predictive, autonomous operations.
• Lead the integration of agentic AI into core ITSM workflows (autonomous triage, self-healing, AI-assisted knowledge).
• Sell and shape service management transformation programs at CIO level, including executive proposals and business cases.

Skills

ITIL governance

AIOps

Agentic ops

Service transformation

Executive leadership

P&L governance

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

BMC Helix

Jira

Job description

Accenture is seeking a Modern Service Management Lead (senior L5) in the United States to own IT Service Excellence end-to-end and define the target operating model for incident, change, and configuration management.

You will drive governance and reinvention through automation and AI, design the operating model for predictive operations, and lead AI-integrated ITSM initiatives while maintaining P&L and delivery accountability.