Senior IT Service Management Leader — AI-Driven Operations

Accenture; Raleigh (NC); On-site; USD 150,000 - 380,000; Full time

Job summary

Accenture is seeking an exceptional consulting leader for the Modern Service Management Lead role, a senior L5 position with enterprise-wide ownership of IT service excellence. You will re-engineer service management processes, champion automation and AI-augmented operations, and own P&L for this portfolio.

The role spans defining operating models, governance disciplines, and the integration of agentic AI into ITSM workflows, while selling transformations to CIOs and leading a growing practice

Qualifications

• Minimum 10+ years of progressive experience in IT service management, IT operations, or technology consulting.
• Minimum 10+ years in senior leadership roles with accountability for service management operating models and tooling strategy.
• Bachelor's degree or equivalent (minimum 12 years) work experience; Associate degree requires at least 6 years.

Responsibilities

• Own IT Service Excellence end-to-end — define target operating model and service quality standards.
• Balance governance and reinvention — upgrade processes with automation and AI where it accelerates 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 runbooks.
• Sell and shape service management transformations at CIO level with executive proposals.
• Maintain accountability for commercial and delivery performance of engagements (P&L, quality, client satisfaction).
• Provide thought leadership on AIOps, observability and platform engineering implications.
• Build and lead a high-performing service management practice and scale go-to-market.

Skills

ITIL Governance & Service Control

Automation, AIOps & Agentic Ops

Operating Model & Service Transform

Commercial & Executive Leadership

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Observability toolchain

BMC Helix

Jira

Job description

Accenture is seeking an exceptional consulting leader for the Modern Service Management Lead role, a senior L5 position with enterprise-wide ownership of IT service excellence. You will re-engineer service management processes, champion automation and AI-augmented operations, and own P&L for this portfolio.

The role spans defining operating models, governance disciplines, and the integration of agentic AI into ITSM workflows, while selling transformations to CIOs and leading a growing practice