IT Service Excellence Lead - AI-Driven Modern Ops

Information Technology Senior Management Forum; Chicago (IL); On-site; USD 151,000 - 357,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan

Paid time off & holidays

Job summary

Accenture seeks a Modern Service Management Lead to own enterprise-wide IT service excellence. This senior role combines governance discipline with reinvention to automate, AI-augmented operations, and agentic workflows.

You will shape operating models, lead CIO-level initiatives, and drive measurable improvements in service delivery and outcomes. The position emphasizes governance, transformation, and leadership across incident, change, and configuration management while advancing autonomous

Qualifications

• ITIL governance and service delivery transformation experience.
• Bachelor's degree or equivalent; 12 years work experience if no degree.
• Ability to lead CIO-level client engagements and cross-functional teams.

Responsibilities

• Own IT Service Excellence end-to-end, defining the operating model and service quality standards.
• Balance governance with reinvention by identifying areas for automation or AI-enabled improvement.
• Design and govern the service management operating model across people, process, tooling, and data.
• Lead the integration of agentic AI into core ITSM workflows and self-healing capabilities.
• Sell and shape service management transformation programs at the CIO level, including executive proposals.
• Maintain accountability for commercial and delivery performance of engagements, including P&L ownership.
• Provide thought leadership on AIOps, observability, and platform engineering implications for ITSM governance.
• Build and lead a high-performing service management practice and scale Accenture’s go-to-market in modern ITSM.

Skills

ITIL Governance

AIOps & Automation

Operating Model

Executive Leadership

Education

Bachelor's degree or equivalent

Tools

ServiceNow

BMC Helix

Jira

Job description

Accenture seeks a Modern Service Management Lead to own enterprise-wide IT service excellence. This senior role combines governance discipline with reinvention to automate, AI-augmented operations, and agentic workflows.

You will shape operating models, lead CIO-level initiatives, and drive measurable improvements in service delivery and outcomes. The position emphasizes governance, transformation, and leadership across incident, change, and configuration management while advancing autonomous