Modern Service Management Assoc Director

Modern Service Management Lead

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 fundamentally re-engineering service management processes to unlock automation, AI-augmented operations, and agentic workflows.

The individual in this role is both a trusted operator and a transformational force: equally comfortable defending control frameworks to a CIO as they are challenging legacy process thinking to drive the next generation of service delivery. They sell, shape, and remain personally accountable for the programs they win.

The Work:

• 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

Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements

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)

Bonus Points If:

• Deep domain experience in financial services, manufacturing, energy, or other sectors with complex, high-volume IT operations environments requiring rigorous service control alongside high change velocity
• Experience leading or advising service management functions through a Dev Ops or platform engineering transition — including the cultural and organizational challenges of integrating ITSM governance into product and agile delivery models
• Industry certifications: ITIL 4 Managing Professional or Strategic Leader, Service Now Certified Implementation Specialist, and/or relevant cloud or SRE certifications
• Familiarity with SRE practices and the tension — and opportunity — between SRE's engineering-first philosophy and traditional ITSM governance, with experience brokering a pragmatic synthesis of both

Skills:

• ITIL Governance & Service Control: ITIL 4 framework design across core practices, SLA/OLA/XLA outcome metrics, and CMDB asset governance for automation and AI.
• Automation, AIOps & Agentic Ops: AIOps platform strategy (event correlation, noise reduction), agentic workflow design (autonomous triage, self-healing runbooks), and Service Now/observability toolchain fluency.
• Operating Model & Service Transformation:
  Target operating model design (shift-left, vendor management), ITSM platform modernization (Service Now, BMC Helix, Jira), and CSI frameworks to improve MTTR and change success.
• Commercial & Executive Leadership: CIO-level relationship management and deal origination, portfolio P&L governance, and practice development through hyperscaler/AI vendor alliances.