IT Service Management Leader: AI-Driven Transformation

Accenture; Cleveland (OH); On-site; USD 151,000 - 331,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture is seeking a Modern Service Management Lead in the United States to own enterprise-wide IT Service Excellence and re-engineer service delivery models. This senior role blends governance with reinvention, driving AI-augmented operations and agentic workflows while maintaining ITIL discipline.

The candidate will sell, shape, and be accountable for programs won, involving P&L ownership, delivery quality, and client satisfaction across the service management portfolio.

Qualifications

• 10+ years in IT service management or technology consulting with ITIL governance expertise.
• 10+ years in senior leadership roles with ownership of service management operating models.
• Bachelor's degree or equivalent (minimum 12 years) work experience.

Responsibilities

• Define target operating model for IT Service Excellence and set service quality standards across incident, problem, change, request, and configuration management.
• Balance governance with reinvention by identifying and re-engineering processes where automation or AI can improve outcomes.
• Design and govern the service management operating model across people, process, tooling, and data.
• Lead integration of agentic AI into ITSM workflows including autonomous incident triage and self-healing operations.
• Sell and shape service management transformation programs at CIO level, authoring executive proposals and business cases.

Skills

ITIL Governance

Service Delivery Transformation

Executive Leadership

AI/Automation Strategy

P&L & Commercial Acumen

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira

BMC Helix

Observability Toolchain

Job description

Accenture is seeking a Modern Service Management Lead in the United States to own enterprise-wide IT Service Excellence and re-engineer service delivery models. This senior role blends governance with reinvention, driving AI-augmented operations and agentic workflows while maintaining ITIL discipline.

The candidate will sell, shape, and be accountable for programs won, involving P&L ownership, delivery quality, and client satisfaction across the service management portfolio.