Senior IT Service Management Transformation Leader

Accenture; Miami (FL); On-site; USD 180,000 - 320,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture is seeking a Modern Service Management Lead (senior L5) to own IT service excellence end-to-end, defining the target operating model and governance while driving automation, AI-augmented operations, and agentic workflows across incident, problem, change, and configuration management.

You will lead CIO-level service management transformations, shaping proposals, managing P&L, and building a high-performing practice with travel 25%–100% as 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)

Responsibilities

• 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

Skills

ITIL Governance & Service Control

Automation, AIOps & Agentic Ops

Operating Model & Service Transmission

Commercial & Executive Leadership

Education

Bachelor's degree or equivalent (minimum 12 years) work experience

Tools

ServiceNow

Observability Toolchain

Job description

Accenture is seeking a Modern Service Management Lead (senior L5) to own IT service excellence end-to-end, defining the target operating model and governance while driving automation, AI-augmented operations, and agentic workflows across incident, problem, change, and configuration management.

You will lead CIO-level service management transformations, shaping proposals, managing P&L, and building a high-performing practice with travel 25%–100% as required.