Senior IT Service Management Lead — AI-Driven Ops

Accenture; New York (NY); On-site; USD 151,000 - 414,000; Full time

Benefits offered by this job

401(k) plan

Bonus opportunities

Job summary

Accenture is seeking a Modern Service Management Lead in the United States to own the IT service excellence program, define the operating model, and supervise governance across incident, change, and configuration management. This senior role requires shaping AI-augmented operations and driving measurable improvements in service delivery.

Travel may be required (25%–100%), with accountability for the business case, P&L, and client outcomes.

Qualifications

• Minimum 10+ years in IT service management, operations or technology consulting.
• Senior leadership with accountability for service management operating models.
• Bachelor’s degree or equivalent work experience.

Responsibilities

• Define target operating model for IT Service Excellence.
• Govern and reinvent processes enabling automation and AI-augmented operations.
• Lead integration of agentic AI into ITSM workflows and govern its implementation.

Skills

ITIL Governance

AIOps

Operating Model

Executive Leadership

Education

Bachelor's degree

Tools

ServiceNow

Jira

BMC Helix

Job description

Accenture is seeking a Modern Service Management Lead in the United States to own the IT service excellence program, define the operating model, and supervise governance across incident, change, and configuration management. This senior role requires shaping AI-augmented operations and driving measurable improvements in service delivery.

Travel may be required (25%–100%), with accountability for the business case, P&L, and client outcomes.