Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and, Interactive, Technology, and Operations services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com. We Are: The Service Management Advisory practice is a group of forward-thinking, highly skilled professionals that specializes in transforming how businesses approach IT service delivery. The group is composed of experts with a deep understanding of traditional ITSM processes, as well as cutting-edge technologies such as AI, automation, data analytics, and cloud solutions. We work collaboratively with clients across various industries, helping them align their IT services with business objectives, drive operational efficiencies, and optimize user experiences. The group is made up of professionals who are passionate about innovation and committed to helping organizations evolve their IT service management frameworks to be more agile, data-driven, and outcome-focused. With expertise spanning multiple disciplines, including service automation, value stream management, hyperautomation, and predictive analytics, our consultants are equipped to lead transformative projects that go beyond IT, extending into business operations such as HR, finance, and customer service. The team thrives on collaboration and knowledge-sharing, working together to solve complex challenges and deliver tailored, value-driven solutions. Members of the group are not only technically proficient but also act as trusted advisors to clients, providing strategic guidance on best practices, emerging trends, and the latest technologies. As part of this group, you will be at the forefront of ITSM innovation, continually developing your skills, driving change, and making a measurable impact on clients' business outcomes. You'll also have the opportunity to influence the direction of the group, contributing to thought leadership and shaping the future of IT service management consulting. You Are: As an IT Service Management (ITSM) Consulting Professional, you will play a critical role in transforming our clients’ IT service delivery models. You will drive the shift from traditional process-driven frameworks to innovative, value stream-based models, aligning IT services with key business outcomes. You will advise and guide clients on adopting data-driven service management practices, AI-driven automation, and predictive service management capabilities to optimize resources, improve service performance, and proactively manage IT operations. Your expertise will extend beyond IT, helping clients implement hyperautomation to integrate and optimize business processes across multiple functions, including finance, HR, and customer service. With a focus on multi-cloud and hybrid IT environments, you will assist clients in managing service delivery, governance, and cost control across diverse cloud platforms while ensuring consistent performance. In this role, you will collaborate closely with project teams, client stakeholders, and senior leaders to design and implement solutions that drive measurable business outcomes. You will also leverage emerging technologies such as AI, service meshes, and experience management to enhance both employee and customer experiences. This position offers the opportunity to lead transformative initiatives, build trusted client relationships, and stay at the forefront of the ITSM landscape. With regular travel to client sites, you will be expected to bring deep technical expertise, thought leadership, and a strategic mindset to help organizations adopt the latest in service management innovation. The Work:
Build Value Stream and Outcome-Based Service Model solutions that transform clients’ IT service delivery models, transitioning from traditional process-driven frameworks to value stream-driven models, ensuring alignment with measurable business outcomes
Design, set up, and test Data-Driven Service Management solutions, integrating predictive analytics to optimize resource allocation, service performance, and demand forecasting, ensuring all elements function together seamlessly
Advise on the implementation of AI and Automated Service Management technologies, such as chatbots, virtual agents, and machine learning algorithms, to automate ticket triage, incident response, and other service desk operations
Work with the project team, team leaders, project delivery leads, and client stakeholders to create stand-out Hyperautomation and Process Optimization offerings powered by automation, extending ITSM practices into broader business operations such as finance, HR, and customer service
Support clients in implementing Proactive and Predictive Service Management strategies, enabling predictive issue management to proactively reduce incidents, optimize resources, and automate service remediation with the help of advanced ITSM tools.
Provide guidance on Multi-Cloud and Hybrid Infrastructure Management within ITSM frameworks, focusing on governance, cost management, risk mitigation, and ensuring consistent service delivery across multi-cloud and hybrid environments.
Deliver solutions for Experience Management (Employee & Customer) in ITSM, leveraging data analytics to improve user experience and implementing solutions that enhance user-centric service delivery
Advise on the integration of Service Mesh frameworks with DevOps, improving service discovery, load balancing, and monitoring, while maintaining strong governance and optimizing service delivery across development and operational processes
Pitch in on Accenture sales efforts when needed
Be ready to travel frequently to client sites Monday through Thursday for project engagements and client interactions.
The amount of travel will vary from 25% to 100% depending on business need and client requirements
Here's What You Need:
Minimum of 5 years of experience in IT Service Management with a focus on Value Stream and Outcome-Based Service Models , Data Analytics in ITSM, AI and Automated Service Management, including virtual agents, machine learning-based automation, and chatbots, and Proactive and Predictive Service Management capabilities.
Proven track record with at least 3 end-to-end ITSM implementation that includes hands-on design, configuration, and deployment, ideally with a focus on transitioning from traditional to outcome-based or value stream-driven ITSM models.
Proven experience in delivery using Multi-Cloud and Hybrid ITSM frameworks focusing on cost, risk, and governance
Bachelor’s degree in IT, Business, or a related field (minimum 12 years of relevant work experience, or an Associate's degree with a minimum of 6 years work experience).
Bonus Points If You Have:
Previous team lead or project management experience in ITSM consulting.
You have external client-facing consulting experience, particularly in transforming ITSM practices across multiple domains
You hold certifications or advanced expertise in Service Management, DevOps, or Cloud Infrastructure.
Experience in the following: Data-Driven Service Management tools such as analytics platforms for demand forecasting and performance optimization. Hyperautomation for business process integration beyond IT. Service Mesh and DevOps integration for improved service delivery and governanc
Experience Management for both employee and customer experience within ITSM contexts
Additional Expectations:
Develop strong relationships with clients and become a trusted advisor for ITSM strategy, process improvements, and technology adoption.
Make a compelling business case for the recommended solutions and guide clients in adopting new technologies and service models.
Stay up-to-date with emerging technologies, trends in ITSM, and best practices to continually offer value-driven, innovative solutions.
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