Modern Service Management Assoc Director

Accenture; Pittsburgh (Allegheny County); On-site; USD 150,000 - 350,000; Full time

Job summary

Accenture is seeking a Modern Service Management Lead (L5) to own enterprise IT service excellence and the operating model across incident, problem, change, and configuration management. This role drives governance while re‑engineering processes with automation and AI to unlock autonomous operations.

The successful candidate will lead service management transformations, shape the operating model, and own P&L and client satisfaction for the portfolio, engaging senior leaders and selling strategic

Qualifications

• Minimum 10+ years of progressive experience in IT service management, IT operations, or technology consulting.
• Minimum 10+ years in senior leadership roles with direct accountability for service management operating models, including ownership of ITSM tooling strategy, process governance, and service quality outcomes.
• Bachelor's degree or equivalent (minimum 12 years) work experience.

Responsibilities

• Own IT Service Excellence end-to-end — defining the target operating model, setting service quality standards, and accountability for outcomes across incident, problem, change, request, and configuration management.
• Balance governance and reinvention — upholding ITIL control disciplines while identifying and re‑engineering processes where automation or AI can accelerate resolution.
• Lead the design and governance of the service management operating model across people, process, tooling, and data to enable predictive, autonomous, and improving operations.

Skills

ITIL Governance

Service Control

Automation & AIOps

Operating Model

Executive Leadership

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Observability Toolchain

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 exceptional consulting leader to serve as our Modern Service Management Lead, a senior L5 position with enterprise-wide ownership of IT Service Excellence and the operating model required to achieve it. This role sits at the intersection of discipline and reinvention — maintaining the governance rigour of ITIL while fundamentally re-engineering service management processes to unlock automation, AI-augmented operations, and agentic workflows. The individual in this role is both a trusted operator and a transformational force: equally comfortable defending control frameworks to a CIO as they are challenging legacy process thinking to drive the next generation of service delivery. They sell, shape, and remain personally accountable for the programs they win.

The Work:

• Own IT Service Excellence end-to-end — defining the target operating model, setting service quality standards, and holding accountability for outcomes across incident, problem, change, request, and configuration management

• Balance governance and reinvention — upholding ITIL control disciplines while systematically identifying and re-engineering processes where automation, AI, or agentic operations can replace manual effort or accelerate resolution

• Design and govern the service management operating model — spanning people, process, tooling, and data — to enable a shift from reactive service delivery to predictive, autonomous, and continuously improving operations

• Lead the integration of agentic AI into core ITSM workflows — including autonomous incident triage, self-healing operations, intelligent change risk assessment, and AI-assisted knowledge management

• Sell and shape service management transformation programs at the CIO level — leading pursuits, authoring executive proposals, and presenting the business case for modernized service delivery to senior technology and business leaders

• Maintain personal accountability for the commercial and delivery performance of sold engagements — including P&L ownership, delivery quality, and client satisfaction across the service management portfolio

• Provide thought leadership on the evolution of service management — including AIOps, observability-driven operations, platform engineering models, and the organizational implications of shifting from human-run to machine-augmented service delivery

• Build and lead a high-performing service management practice — attracting talent with both process rigour and automation fluency, and scaling Accenture's go-to-market proposition in modern ITSM

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 10+ years of progressive experience in IT service management, IT operations, or technology consulting, with deep expertise in both ITIL governance and service delivery transformation

• Minimum 10+ years in senior leadership roles with direct accountability for service management operating models, including ownership of ITSM tooling strategy, process governance, and service quality outcomes

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

Bonus Points If:

• Deep domain experience in financial services, manufacturing, energy, or other sectors with complex, high-volume IT operations environments requiring rigorous service control alongside high change velocity

• Experience leading or advising service management functions through a DevOps or platform engineering transition — including the cultural and organizational challenges of integrating ITSM governance into product and agile delivery models

• Industry certifications: ITIL 4 Managing Professional or Strategic Leader, ServiceNow Certified Implementation Specialist, and/or relevant cloud or SRE certifications

• Familiarity with SRE practices and the tension — and opportunity — between SRE's engineering-first philosophy and traditional ITSM governance, with experience brokering a pragmatic synthesis of both

Skills:

• ITIL Governance & Service Control: ITIL 4 framework design across core practices, SLA/OLA/XLA outcome metrics, and CMDB asset governance for automation and AI.

• Automation, AIOps & Agentic Ops: AIOps platform strategy (event correlation, noise reduction), agentic workflow design (autonomous triage, self-healing runbooks), and ServiceNow/observability toolchain fluency.

• Operating Model & Service Transformation: Target operating model design (shift-left, vendor management), ITSM platform modernization (ServiceNow, BMC Helix, Jira), and CSI frameworks to improve MTTR and change success.

• Commercial & Executive Leadership: CIO-level relationship management and deal origination, portfolio P&L governance, and practice development through hyperscaler/AI vendor alliances.

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 Range

California $163,000 to $413,600Cleveland $150,900 to $330,900Colorado $163,000 to $357,400District of Columbia $173,500 to $380,500Illinois $150,900 to $357,400Maine $138,800 to $304,400Maryland $163,000 to $357,400Massachusetts $163,000 to $380,500Minnesota $163,000 to $357,400New York $150,900 to $413,600New Jersey $173,500 to $413,600Virginia $150,900 to $380,500Washington $173,500 to $380,500

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 Affinity Statement

Accenture is an EEO and Affinity Statement of Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.