Modern IT Service Management Manager

Accenture; Boston (MA); On-site; USD 94,000 - 245,000; Full time

Job summary

Accenture is seeking a Manager, Modern IT Service Management to design and engineer SIAM and ITSM solutions for large, multi-vendor environments. The role requires hands-on SIAM design, platform-agnostic ITSM engineering, and operating model transformation across multiple tooling platforms and process architectures.

The position involves developing architecture, governance structures, and detailed process designs, while collaborating with clients and suppliers to implement robust service

Qualifications

• Minimum 7+ years of IT service management, SIAM, or ITSM platform engineering experience.
• Minimum 7+ years designing or implementing SIAM models with governance and integration
• Minimum 5+ years configuring ITSM platforms across multiple tooling
• Minimum 3+ years of ITIL 4 with practical application
• Bachelor's degree or equivalent work experience (minimum 12 years)

Responsibilities

• Design SIAM models and SIAM architecture documentation for client contracts and operation
• Engineer platform-agnostic ITSM solutions across multiple tooling with appropriate integration patterns
• Redesign service management operating models including roles, teams, governance forums and decision rights
• Design and re-engineer ITSM processes across incident, problem, change, request, configuration, and knowledge management
• Define service integration data and reporting requirements and APIs for SIAM visibility
• Produce implementation-ready deliverables including blueprints, RACI, tooling specs, and transition plans
• Support client engagement and business development through workshops and technical depth

Skills

SIAM Design

ITSM Platform Engineering

Process Governance

Operating Model

Education

Bachelor's degree

Tools

ServiceNow

BMC Helix

Jira Service Management

Freshservice

Job description

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and, Interactive, Technology, and Operations services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com.

We are seeking an experienced Manager, Modern IT Service Management to design and engineer service management solutions for large, complex enterprise environments — with a particular focus on SIAM (Service Integration and Management), platform-agnostic ITSM engineering, and operating model transformation. This is a practitioner role for someone who has built and configured ITSM solutions across multiple tooling platforms, understands the structural challenge of integrating services from multiple suppliers under a coherent service model, and can redesign operating models to make the resulting service architecture actually work at run-time. You will move between the detail of process and platform design and the broader picture of how a transformed service model lands in a client organization

The Work:

• Design SIAM models — defining the service integration layer, supplier governance structures, inter-provider process flows, and integration touchpoints across multi-vendor service environments; producing SIAM architecture documentation that a client and its suppliers can contract and operate against

• Engineer ITSM solutions in a platform-agnostic way — designing process and data models, integration patterns, and tooling configurations that are grounded in the right service architecture rather than the constraints of any single platform; able to specify and deliver across ServiceNow, BMC Helix, Jira Service Management, and other tooling as the engagement requires

• Redesign service management operating models — translating process architecture and SIAM design into practical organizational models, including role definitions, team structures, supplier governance forums, and the decision rights needed to make multi-provider service delivery work in practice

• Design and re-engineer ITSM processes — producing process architectures and detailed process designs across incident, problem, change, request, configuration, and knowledge management that are fit for a modern, multi-supplier, automation-enabled service environment

• Define service integration data and reporting requirements — specifying the data flows, integration APIs, and management information frameworks that give the SIAM layer visibility and control across its supplier ecosystem

• Produce implementation-ready deliverables — process designs, SIAM architecture documents, operating model blueprints, RACI frameworks, tooling specifications, and transition plans that are detailed enough for delivery teams and suppliers to act on without ongoing advisory dependency

• Support client engagement and business development — contributing technical depth to proposals, leading workshops that establish SIAM and ITSM requirements, and building credibility with service management and procurement stakeholders who are evaluating the right integration model for their supplier landscape

Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.

Required Qualifications:

• Minimum 7+ years of experience in IT service management, service integration, or ITSM platform engineering — with sufficient depth to design SIAM models, configure ITSM tooling, and re-engineer operating models in complex multi-supplier environments

• Minimum 7+ years of experience designing or implementing SIAM models — including service integration layer design, supplier governance framework development, and the process and contractual integration between the integrator and tower suppliers

• Minimum 5+ years of hands on experience configuring or specifying ITSM platforms — with practical knowledge of at least two major tooling platforms and the ability to design solutions that are not over-engineered around a single vendor's capability model

• Minimum 3+ years of ITIL 4 — with the ability to apply its principles practically to process design rather than treat it as a certification to cite; familiarity with where ITIL 4 adapts for DevOps, product, and agile delivery contexts

• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)

Bonus Points If:

• ITIL 4 Managing Professional certification or equivalent — with demonstrable ability to apply the framework practically to process and operating model design rather than as a theoretical reference

• SIAM Foundation or Professional certification (e.g., BCS SIAM or Scopism/EXIN); direct experience working on a SIAM program across both design and transition phases is a strong signal for this position

• ServiceNow Certified Implementation Specialist (CIS) or equivalent platform certification — treated as a baseline fluency signal rather than the primary qualification for this role

• Exposure to DevOps and product delivery models — understanding how ITSM governance intersects with agile and platform engineering practices, and experience designing change and release processes that work for both fast-moving development teams and stable run environments

Skills:

• SIAM Design & Service Integration Architecture: Sourcing model design (internal, external, hybrid), cross-provider process handoffs (incident, change, escalation), and SIAM-to-tower platform integration (ticket/event federation, CMDB sync).

• Platform-Agnostic ITSM Engineering: Platform-neutral process and data modeling, multi-tool fluency (ServiceNow, BMC Helix, JSM, Freshservice), and CMDB CI relationship mapping for authoritative governance.

• Process Design & ITSM Governance: ITIL 4 practice architecture with automation touchpoints, multi-provider SLA/OLA/XLA performance frameworks, and cross-supplier KPI reporting dashboards.

• Operating Model Transformation: Retained organisation capability design, phased SIAM transition and cutover sequencing, and embedded AI automation within continual service improvement (CSI) loops.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We anticipate this job posting will be posted until 09/29/2026.Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture (https://www.accenture.com/us-en/careers/local/benefits)

Role Location Annual Salary RangeCalifornia $94,400 to $266,300Cleveland $87,400 to $213,000Colorado $94,400 to $230,000District of Columbia $100,500 to $245,000Illinois $87,400 to $230,000Maine $80,400 to $196,000Maryland $94,400 to $230,000Massachusetts $94,400 to $245,000Minnesota $94,400 to $230,000New York $87,400 to $266,300New Jersey $100,500 to $266,300Virginia $87,400 to $245,000Washington $100,500 to $245,000

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 [phone] or send us an email or speak with your recruiter.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of theAccenture Equal Opportunity Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document-4/Accenture-Equal-Opportunity-Statement.pdf#zoom=50)

Accenture is an EEO and Aff... (continued)