Global IT Service Excellence Lead – AI-Driven ITSM

Accenture; Sacramento (CA); On-site; USD 163,000 - 414,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture is seeking a Modern Service Management Lead in California to own IT Service Excellence and define a robust operating model for end-to-end ITSM. This role requires senior leadership, governance rigor, and the ability to drive automation and AI-augmented operations.

You will shape and deliver transformative service management programs, manage P&L, and lead a growing practice with a strong focus on innovation and client value.

Qualifications

• Minimum 10+ years IT service management or technology consulting experience with ITIL governance and service delivery transformation.
• Senior leadership with direct accountability for service management operating models, tooling strategy, and outcomes.
• Bachelor's degree or equivalent (minimum 12 years) work experience.

Responsibilities

• Own IT Service Excellence end-to-end — define target operating model and service quality standards across incident, change, and configuration management.
• Balance governance and reinvention — re-engineer processes to enable automation and AI-driven operations.
• Design and govern the service management operating model across people, process, tooling, and data.
• Lead integration of agentic AI into ITSM workflows with autonomous triage and knowledge management.
• Sell and shape service management transformation programs at CIO level with P&L accountability.
• Maintain commercial and delivery performance of sold engagements and client satisfaction across the portfolio.
• Provide thought leadership on AIOps, observability, and platform engineering in service delivery.
• Build and lead a high-performing service management practice and grow Accenture's GTM proposition.

Skills

ITIL governance

Automation & AIOps

Operating model

Executive leadership

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira

BMC Helix

Job description

Accenture is seeking a Modern Service Management Lead in California to own IT Service Excellence and define a robust operating model for end-to-end ITSM. This role requires senior leadership, governance rigor, and the ability to drive automation and AI-augmented operations.

You will shape and deliver transformative service management programs, manage P&L, and lead a growing practice with a strong focus on innovation and client value.