IT Service Management Lead - AI-Driven Transformation

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

Job summary

Accenture is seeking a Modern Service Management Lead in the United States to own IT service excellence across incident, change, and configuration management. The role focuses on governance and reinvention, driving AI-augmented operations and agentic workflows while maintaining ITIL discipline.

You will lead the service management operating model, oversee people, processes, tooling, and data, and drive predictive, autonomous service delivery.

Qualifications

• IT service management and governance expertise required.
• Senior leadership with ownership of service models and tooling strategy.
• Bachelor's degree or higher; if associate degree, 6+ years experience.

Responsibilities

• Own IT Service Excellence end-to-end, define operating model and service quality standards.
• Uphold ITIL control disciplines while identifying areas for automation and AI-driven improvements.
• 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 runbooks).
• Sell and shape service management transformations at CIO level and manage P&L for engagements.

Skills

ITIL governance

AIOps & automation

Operating model design

Executive leadership

Education

Bachelor's degree or equivalent

Tools

ServiceNow

BMC Helix

Jira

Job description

Accenture is seeking a Modern Service Management Lead in the United States to own IT service excellence across incident, change, and configuration management. The role focuses on governance and reinvention, driving AI-augmented operations and agentic workflows while maintaining ITIL discipline.

You will lead the service management operating model, oversee people, processes, tooling, and data, and drive predictive, autonomous service delivery.