Senior Service Management Lead: ITIL, AI & Automation

Accenture; Des Moines (IA); On-site; USD 150,000 - 230,000; Full time

Job summary

Accenture is seeking an exceptional consulting leader to serve as our Modern Service Management Lead, a senior L5 position with enterprise-wide ownership of IT Service Excellence and the operating model required to achieve it.

This role sits at the intersection of discipline and reinvention - maintaining the governance rigour of ITIL while re-engineering service management processes to unlock automation, AI-augmented operations, and agentic workflows.

Qualifications

• Bachelor's degree or equivalent (minimum 12 years) work experience; if Associate’s Degree, must have minimum 6 years work experience.
• Minimum 10+ years of progressive experience in IT service management, IT operations, or technology consulting with deep 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.

Responsibilities

• Own IT Service Excellence end-to-end - defining the target operating model, setting service quality standards, and accountability for incident, problem, change, request, and configuration management.
• Balance governance and reinvention - uphold ITIL control disciplines while re-engineering processes for automation and AI-enabled operations.
• Design and govern the service management operating model - spanning people, process, tooling, and data for predictive, autonomous, and improving operations.
• Lead the integration of agentic AI into core ITSM workflows - autonomous incident triage, self-healing operations, and AI-assisted knowledge management.
• Sell and shape service management transformation programs at CIO level - leading pursuits, executive proposals, and business cases.
• Maintain accountability for commercial and delivery performance of sold engagements - including P&L ownership and client satisfaction.

Skills

ITIL Governance & Service Control

Automation, AIOps & Agentic Ops

Operating Model & Service Transform

Commercial & Executive Leadership

Education

Bachelor's degree or equivalent

Tools

ServiceNow

BMC Helix

Jira

Job description

Accenture is seeking an exceptional consulting leader to serve as our Modern Service Management Lead, a senior L5 position with enterprise-wide ownership of IT Service Excellence and the operating model required to achieve it.

This role sits at the intersection of discipline and reinvention - maintaining the governance rigour of ITIL while re-engineering service management processes to unlock automation, AI-augmented operations, and agentic workflows.