Senior Service Management Director, AI-Driven Ops

Accenture; Cincinnati (OH); On-site; USD 150,000 - 350,000; Full time

Job summary

Accenture is seeking a Modern Service Management Lead to own IT Service Excellence end-to-end, defining the target operating model and governing processes across incident, change, and configuration management.

The role combines governance with reinvention, driving automation, AI-augmented operations, and agentic workflows while shaping and delivering transformational service programs at the CIO level.

Qualifications

• Minimum 10+ years in IT service management or technology consulting with ITIL governance focus.
• Minimum 10+ years in senior leadership roles overseeing service management operating models.

Responsibilities

• Define target operating model for IT service excellence across incident, problem, change, request, and configuration management.
• Balance governance with reinvention through automation and AI-enabled processes.
• Design and govern service management operating model across people, process, tooling and data.
• Lead integration of agentic AI into ITSM workflows including autonomous incident triage and self-healing operations.
• Sell and shape service management transformations at CIO level, drafting proposals and business cases.
• Maintain accountability for commercial and delivery performance of engagements, including P&L and client satisfaction.
• Provide thought leadership on AIOps, observability, and platform engineering in service delivery.
• Build and lead a high-performing service management practice.

Skills

ITIL governance

Service delivery transformation

Executive leadership

Change & incident management

Automation & AIOps

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira

Observability toolchain

BMC Helix

Job description

Accenture is seeking a Modern Service Management Lead to own IT Service Excellence end-to-end, defining the target operating model and governing processes across incident, change, and configuration management.

The role combines governance with reinvention, driving automation, AI-augmented operations, and agentic workflows while shaping and delivering transformational service programs at the CIO level.