Senior IT Service Management Lead — AI-Driven Ops

Accenture; Saint Petersburg (FL); Hybrid; USD 150,000 - 414,000; Full time

Job summary

Accenture seeks a Modern Service Management Lead to own enterprise ITSM transformation, govern ITIL processes, and drive automation and AI-enabled operations. The role blends governance rigor with reinvention to accelerate predictive, autonomous service delivery and measurable business outcomes.

The leader will shape the operating model, oversee people, process, tools, and data, and lead client engagements with P&L accountability while advancing ITSM modernization across the enterprise.

Qualifications

• Bachelor's degree or equivalent work experience (minimum 12 years)
• Progressive IT service management and operations leadership
• Experience aligning ITSM governance with product and agile delivery models

Responsibilities

• Own IT Service Excellence end-to-end — define target operating model and service quality across incident/problem/change/configuration
• Balance governance with reinvention — identify and re-engineer processes for automation and AI-enabled resolution
• Design and govern the service management operating model across people, process, tooling, and data
• Lead integration of agentic AI into ITSM workflows — autonomous triage and self-healing capabilities
• Sell and shape service management transformation at CIO level — author proposals and business cases
• Maintain accountability for commercial and delivery performance of engagements — P&L, delivery quality, client satisfaction

Skills

ITIL governance

Service control

AIOps

Agentic Ops

CIO-level leadership

P&L governance

Platform engineering

ServiceNow

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira

BMC Helix

Observability toolchain

Job description

Accenture seeks a Modern Service Management Lead to own enterprise ITSM transformation, govern ITIL processes, and drive automation and AI-enabled operations. The role blends governance rigor with reinvention to accelerate predictive, autonomous service delivery and measurable business outcomes.

The leader will shape the operating model, oversee people, process, tools, and data, and lead client engagements with P&L accountability while advancing ITSM modernization across the enterprise.