AI-Driven IT Service Management Leader

Accenture; Scottsdale (AZ); On-site; USD 139,000 - 414,000; Full time

Job summary

Accenture is seeking a Modern Service Management Lead to own IT service excellence and the operating model across incident, problem, change, request, and configuration management. The role combines governance with reinvention, leveraging AI-augmented operations and agentic workflows to drive automation and improved service delivery.

The leader will sell, shape, and deliver transformation programs at the CIO level, owning P&L and ensuring client value across the service management portfolio.

Qualifications

• Minimum 10+ years in IT service management or technology consulting.
• Experience leading service management operating models and tooling strategy.
• Bachelor’s degree or equivalent work experience (12+ years).

Responsibilities

• Own IT Service Excellence end-to-end and set service quality standards.
• Identify and re-engineer processes for automation and AI-driven improvements.
• Design and govern the service management operating model across people, process, tooling and data.
• Lead the integration of agentic AI into core ITSM workflows.
• Sell and shape service management transformations to CIO-level stakeholders.
• Maintain accountability for commercial and delivery performance of engagements.
• Provide thought leadership on AIOps, observability, and platform engineering.

Skills

ITIL governance

Automation & AIOps

Operating model design

Executive leadership

Education

Bachelor's degree

Tools

ServiceNow

Jira

BMC Helix

Job description

Accenture is seeking a Modern Service Management Lead to own IT service excellence and the operating model across incident, problem, change, request, and configuration management. The role combines governance with reinvention, leveraging AI-augmented operations and agentic workflows to drive automation and improved service delivery.

The leader will sell, shape, and deliver transformation programs at the CIO level, owning P&L and ensuring client value across the service management portfolio.