Strategic ITSM Leader - AI-Driven Service Excellence

Accenture; Minneapolis (MN); On-site; USD 163,000 - 357,000; Full time

Job summary

Accenture seeks a Modern Service Management Lead (senior L5) to own IT Service Excellence across incidents, changes, and configurations. You will re-engineer processes for automation and AI-augmented operations, spanning people, process, tooling, and data to enable predictive, autonomous service delivery.

Travel 25%–100% may be required. Candidates should have 10+ years in ITSM or tech consulting, plus leadership experience owning service models, tooling strategy, and governance frameworks.

Qualifications

• Minimum 10+ years IT service management or technology consulting experience with ITIL governance.
• Senior leadership with ownership of service management operating models and tooling strategy.
• Bachelor's degree or equivalent work experience; 12+ years if no degree.

Responsibilities

• Own IT Service Excellence end-to-end with incident, problem, change, and configuration management.
• Reengineer processes with automation and AI to accelerate resolution.
• Design the service management operating model across people, process, data, and tooling.
• Lead the integration of agentic AI into ITSM workflows and knowledge management.
• Sell and shape transformation programs to CIO-level stakeholders and lead proposals.
• Maintain P&L ownership and delivery quality across engagements.
• Provide thought leadership on AIOps, observability, and platform engineering.

Skills

ITIL Governance

AIOps & Agentic Ops

Operating Model

Executive Leadership

Education

Bachelor's degree

Tools

ServiceNow

Jira

BMC Helix

Observability tools

Job description

Accenture seeks a Modern Service Management Lead (senior L5) to own IT Service Excellence across incidents, changes, and configurations. You will re-engineer processes for automation and AI-augmented operations, spanning people, process, tooling, and data to enable predictive, autonomous service delivery.

Travel 25%–100% may be required. Candidates should have 10+ years in ITSM or tech consulting, plus leadership experience owning service models, tooling strategy, and governance frameworks.