IT Service Management Lead, AI-Driven Ops Transformation

1000 Accenture LLP Company; Chicago (IL); On-site; USD 123,000 - 261,000; Full time

Benefits offered by this job

Health insurance

Job summary

Accenture seeks a Modern Service Management Lead to own the enterprise operating model for IT service excellence, guiding governance and automation initiatives. The role requires transforming processes with AI-augmented operations, while maintaining ITIL discipline and delivering measurable outcomes.

You will shape service management programs, lead pursuits at the CIO level, and maintain accountability for delivery quality and client value across engagements.

Qualifications

• Minimum 10+ years in IT service management or technology consulting.
• Senior leadership with ownership of ITSM operating models.
• Bachelor’s degree or equivalent work experience.

Responsibilities

• Own IT Service Excellence end-to-end, define the target operating model and service quality standards.
• Identify and re-engineer processes to enable automation and AI-augmented operations.
• Lead CIO-level engagement, author executive proposals, and present business cases.
• Ensure accountability for P&L, delivery quality, and client satisfaction.

Skills

ITIL governance

Service management

Executive leadership

AI & automation

P&L management

Education

Bachelor's degree

Tools

ServiceNow

Job description

Accenture seeks a Modern Service Management Lead to own the enterprise operating model for IT service excellence, guiding governance and automation initiatives. The role requires transforming processes with AI-augmented operations, while maintaining ITIL discipline and delivering measurable outcomes.

You will shape service management programs, lead pursuits at the CIO level, and maintain accountability for delivery quality and client value across engagements.