ITIL Service Management Manager

We are:

The Advanced Technology Centers (ATCs) is the engine for reinvention in our clients transformation journey. Powered by more than 255,000* people across 24 countries, ATCs will provide our clients seamless access to industry insights and innovative technology solutions.

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The value for our clients and our people

For our clients, the Network provides the strength of our geographic diversity, greater resilience, and seamless access to the deepest industry knowledge, the latest in Gen AI solutions, and tech expertise from around the world. For our people, it brings an opportunity to shape truly boundaryless career paths in a highly collaborative team of experts where they can learn from each other and solve the worlds most complex client challenges.

You are:

An experienced ITIL Service Management Manager.

The Work:

We are seeking a highly skilled and experienced ITIL Service Management Manager to join our IT team at Accenture. The ideal candidate will have extensive experience with ITIL Service Management and ServiceNow. This role is critical in ensuring the efficient and effective delivery of IT services to meet the needs of our business and customers.

Key responsibilities:

• Service Management Leadership: Lead and manage the ITIL service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management, and Service Level Management.
• ServiceNow Functional Support: Be a liaison with the ServiceNow support team/developers as it relates to configurations in ITIL processes.
• Process Improvement: Continuously evaluate and improve ITIL processes to enhance service delivery, efficiency, and customer satisfaction.
• Stakeholder Engagement: Collaborate with business stakeholders, IT teams, and external vendors to ensure alignment of IT services with business objectives.
• Performance Monitoring: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify areas for improvement.
• Incident and Problem Management: Lead the resolution of major incidents and problems, ensuring root cause analysis and preventive measures are implemented.
• Change Management: Manage the change management process and CAB to ensure changes are implemented smoothly and with minimal disruption to services.
• Training and Development: Provide training and guidance to IT staff on ITIL best practices and the use of the ServiceNow platform.
• Documentation: Maintain comprehensive documentation of ITIL processes, procedures, and ServiceNow configurations.

This role will require 2-3 days per week at the Cincinnati, OH and/or Tampa, FL office.

Applicant will have access to export-controlled material and must by a US person defined as a US citizen, US permanent resident, or has achieved refugee status or been granted asylum in the US.

Here's what you need:

• Minimum of 10 years of experience in IT service management
• Minimum of 10 years of experience using ITIL process and procedure
• Minimum of 5 years of experience managing people
• Minimum of 5 years experience with ServiceNow platform
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associates Degree, must have minimum 6 years work experience)

Bonus points if:

• ITIL certification
• Strong leadership and team management skills.
• ServiceNow administration and configuration
• Excellent communication and interpersonal skills
• The ability to engage and influence stakeholders at all levels
• Strong analytical and problem-solving skills.
• Ability to adapt to changing business needs and priorities

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location Annual Salary Range

California $94,400 to $266,300

Colorado $94,400 to $230,000

District of Columbia $100,500 to $245,000

Illinois $87,400 to $230,000

Minnesota $94,400 to $230,000

Maryland $87,400 to $213,000

New York $87,400 to $266,300

Washington $100,500 to $245,000

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

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Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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