SIAM & ITSM Solutions Lead

Accenture; Atlanta (GA); On-site; USD 90,000 - 170,000; Full time

Job summary

Accenture is seeking an experienced Manager, Modern IT Service Management to design and engineer SIAM and ITSM solutions for large, complex enterprise environments across multiple tooling platforms. You will move between process detail and the broader operating model transformation, ensuring run-time viability in client organisations.

The role requires strong SIAM design, ITSM tooling experience (ServiceNow, BMC Helix, JSM, Freshservice), and ITIL 4 knowledge, with travel up to 25–100% depending

Qualifications

• Minimum 7+ years of experience in IT service management, service integration, or ITSM platform engineering.
• Minimum 7+ years designing or implementing SIAM models with multi-vendor integration.
• Minimum 5+ years hands-on experience configuring or specifying ITSM platforms across at least two major tools.
• Minimum 3+ years of ITIL 4 and ability to apply its principles to design, not just certification.
• Bachelor's degree or equivalent work experience (12 years).

Responsibilities

• Design SIAM models with governance structures, inter-provider processes, and multi-vendor integration touchpoints.
• Engineer ITSM solutions in a platform-agnostic way across ServiceNow, BMC Helix, JSM, and other tools.
• Redesign operating models, including roles, team structures, and supplier governance forums.
• Design and re-engineer ITSM processes across incident, problem, change, request, config, and knowledge management.
• Define SIAM data, reporting requirements, data flows, and APIs for visibility and control.
• Produce implementation-ready deliverables and transition plans for delivery teams and suppliers.
• Support client engagement and workshops; contribute technical depth to proposals.

Skills

SIAM Design

Service Integration Architecture

Platform-Agnostic ITSM Engineering

ITIL 4 Knowledge

Education

Bachelor's degree or equivalent

Tools

ServiceNow

BMC Helix

Jira Service Management

Freshservice

Job description

Accenture is seeking an experienced Manager, Modern IT Service Management to design and engineer SIAM and ITSM solutions for large, complex enterprise environments across multiple tooling platforms. You will move between process detail and the broader operating model transformation, ensuring run-time viability in client organisations.

The role requires strong SIAM design, ITSM tooling experience (ServiceNow, BMC Helix, JSM, Freshservice), and ITIL 4 knowledge, with travel up to 25–100% depending