IT Service Excellence Leader — AI-Driven Ops

Accenture; Bentonville (AR); On-site; USD 151,000 - 414,000; Full time

Job summary

Accenture seeks a Modern Service Management Lead (senior L5) to own IT service excellence enterprise-wide. You will shape the operating model, govern ITSM processes, and drive automation and AI-enabled improvements across incidents, changes, and configurations.

Lead client engagements at the CIO level, oversee P&L, and build a high-performing service management practice with strong governance and measurable outcomes.

Qualifications

• 10+ years in IT service management, operations, or tech consulting.
• Senior leadership with ownership of service management operating models.
• Bachelor’s degree or equivalent work experience (12 years).

Responsibilities

• Define target operating model and service quality standards across ITSM domains.
• Govern and reinvent processes using automation and AI-augmented operations.
• Design and govern the service management operating model across people, process, tooling, and data.
• Lead integration of agentic AI into ITSM workflows (autonomous triage, self-healing).
• Sell, shape, and own programs at CIO level with executive proposals.
• Maintain P&L and delivery quality for serviced engagements.

Skills

ITIL governance

AIOps

Executive leadership

CIO-level relationship

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Observability toolchain

Job description

Accenture seeks a Modern Service Management Lead (senior L5) to own IT service excellence enterprise-wide. You will shape the operating model, govern ITSM processes, and drive automation and AI-enabled improvements across incidents, changes, and configurations.

Lead client engagements at the CIO level, oversee P&L, and build a high-performing service management practice with strong governance and measurable outcomes.