ITSM Manager

Job Description

Service Management Consultant
Location:
London/Manchester
Salary:
Competitive salary and package dependent on experience
Career Level: Associate Manager or Manager (based on experience)

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next‑generation technology to each business challenge.

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

"Across the globe, one thing is universally true of the people of Accenture:
We care deeply about what we do and the impact we have with our clients and the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO.

Accenture’s Digital Workplace and Service Management group consists of leading professionals who combine business and industry knowledge with technology expertise, to deliver solutions for implementing an engaged and connected workplace. Our services revolve around the Cloud and SaaS, transitioning clients mobile, collaboration and productivity environments to a modern OpEx based model while keeping a focus on security and service‑oriented architectures. Taking clients on this journey to the Cloud often requires significant cultural change and the implementation of new ways of working.

We guide our clients through this journey working with a broad range of business stakeholders to minimise disruptions and to ensure a successful outcome.

• How to provide solutions to real world problems across a variety of industries.
• How to help transform leading organisations and communities around the world.
• How best to develop your skills and hone your talents within an innovative technology environment.

• Play a key role throughout the Service Management lifecycle; from developing a Strategy to Designing solutions, Delivering outcomes, and continual improvement.
• Use strong business analytical skills to synthesise client issues into key challenges which need addressing.
• Provide capabilities for assessing and selecting commercial off‑the‑shelf service management tools and products.
• Create a roadmap for Service Maturity, Transformation, and Improvement while bringing the client along the journey.
• Gather requirements and provide guidance on how to design and develop service management as a strategic asset.
• Design a Service Catalogue to enable IT to communicate effectively with the Business.
• Consult on, Design, and Lead ITSM and SIAM frameworks working closely with tooling Architects.
• Process design, workflow simulation, performance improvements and help define key roles and responsibilities as part of target operating model design.
• Utilise Project Management experience to deliver, manage and track deliverables and projects.
• Lead and participate in solution delivery following common methodologies including Agile, waterfall, Dev/Ops.
• Enable client business outcomes through delivery of change such as cost reduction, operational effectiveness and embedding change and cultural adoption.

• ITIL V3 certifications as a minimum (V3 expert & V4 certifications preferable).
• Proven ITSM tooling implementation experience.
• Supporting customers through Transformation journeys (i.e. Journey to Cloud).
• Experience with large‑scale transformation and managed service solutioning, with associated estimating and sales processes.
• Experience with designing infrastructure managed services, including service desk solutions.
• Exceptional communication and presentation technical and business concepts.
• Strong stakeholder management and communication skills.
• Familiarity with current digital…