Executive ITSM Transformation Leader — AI-Driven Service

Accenture; Overland Park (KS); On-site; USD 130,000 - 260,000; Full time

Job summary

Accenture is seeking a Modern Service Management Lead to own enterprise IT service excellence, govern ITIL processes, and drive automation across operations. The role blends governance with modernization and requires proven leadership in service delivery transformation.

You will shape operating models, lead AI integration into ITSM, and manage client engagements from pursuit to delivery. Travel may be required for this senior role across diverse industries.

Qualifications

• Minimum 10+ years in IT service management, IT operations, or technology consulting with governance and transformation focus.
• Experience in leading service management operating models and tooling strategy.
• Bachelor's degree or equivalent; advanced degree is a plus.

Responsibilities

• Own IT Service Excellence end-to-end and define the target operating model.
• Balance governance with reinvention through automation and AI.
• Lead the integration of agentic AI into ITSM workflows and ensure measurable outcomes.
• Sell and shape transformation programs at CIO level and manage client engagements.

Skills

ITIL governance

Automation & AIOps

Operating model design

Executive leadership

Service management

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira

BMC Helix

Job description

Accenture is seeking a Modern Service Management Lead to own enterprise IT service excellence, govern ITIL processes, and drive automation across operations. The role blends governance with modernization and requires proven leadership in service delivery transformation.

You will shape operating models, lead AI integration into ITSM, and manage client engagements from pursuit to delivery. Travel may be required for this senior role across diverse industries.