Senior IT Service Management Leader: AI-Driven Ops

Accenture; Walnut Creek (CA); On-site; USD 163,000 - 414,000; Full time

Job summary

Accenture seeks a Modern Service Management Lead to own enterprise IT service excellence, shaping the operating model and governance required for automated, AI-augmented IT operations. You will drive end-to-end service management, balance control with reinvention, and lead cross-functional teams in delivering high-impact outcomes.

You will collaborate with CIO-level stakeholders, lead transformative programs, and champion new operating models across incident, change, and configuration

Qualifications

• 10+ years of progressive experience in IT service management, IT operations, or technology consulting with deep ITIL governance and service delivery transformation.
• 10+ years in senior leadership roles with direct accountability for service management operating models, tooling strategy, and service quality outcomes.
• Bachelor's degree or equivalent (minimum 12 years) work experience. If an Associate’s Degree, must have minimum 6 years work experience.

Responsibilities

• Own IT Service Excellence end-to-end — define target operating model, set service quality standards, and hold accountability for incident, problem, change, request, and configuration management.
• Balance governance and reinvention — uphold ITIL control disciplines while re-engineering processes for automation or AI-enabled operations.
• Design and govern the service management operating model — span people, process, tooling, and data for predictive, autonomous, and continuously improving operations.
• Lead the integration of agentic AI into core ITSM workflows — including autonomous incident triage, self-healing operations, and AI-assisted knowledge management.
• Sell and shape service management transformation programs at the CIO level — lead pursuits, author proposals, present business cases to senior leaders.
• Maintain personal accountability for commercial and delivery performance of sold engagements — including P&L, delivery quality, and client satisfaction.
• Provide thought leadership on evolution of service management — AI ops, observability-driven operations, and platform engineering models.
• Build and lead a high-performing service management practice — attract talent and scale Accenture's go-to-market in modern ITSM.

Skills

ITIL governance

AIOps & agentic ops

Operating model design

Executive leadership

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Observability tooling

Jira

BMC Helix

Job description

Accenture seeks a Modern Service Management Lead to own enterprise IT service excellence, shaping the operating model and governance required for automated, AI-augmented IT operations. You will drive end-to-end service management, balance control with reinvention, and lead cross-functional teams in delivering high-impact outcomes.

You will collaborate with CIO-level stakeholders, lead transformative programs, and champion new operating models across incident, change, and configuration