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Job Description: Technology Strategy - IT Service Management (ITSM) Strategy & Transformation

Practice: Technology Strategy & Transformation, Global Network I Areas of Work: Lead, Shape & Drive ITSM strategy, operating model design, and process transformation to deliver measurable service excellence for clients I Level: Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore | Years of Exp: 12-16

The Practice – A Brief Sketch

The Technology Strategy & Transformation Practice is a part of Accenture Strategy and focuses on our clients’ most strategic priorities. We help clients achieve growth and efficiency through innovative R&D transformation, aimed at redefining business models.

We provide you with a great learning ground, where you will get an opportunity to advice and work with our key global clients, driving end-to-end transformative strategic value and business growth. You would be working with senior leaders at client organizations and partner with them to create strategic solutions at the intersection of business, technology, and operations. As a part of this high performing team, these are some of the initiatives you will drive:

• Business problem assessment: Engage with CXO and senior client stakeholders to assess ITSM maturity, define service management vision, and translate business challenges into structured transformation roadmaps
• Design & Architect: Design end-to-end ITSM operating models, service management frameworks, and process architectures aligned to ITIL, VeriSM, or client-specific standards, enabling clients to define their target-state service management capability
• Program Leadership: Lead large-scale ITSM transformation programs end-to-end, including planning, governance, risk management, and executive reporting
• Transformation Delivery Value Ownership : Guide your team to develop ITSM target-state blueprints, process playbooks, and transformation roadmaps that position clients for sustainable service excellence and operational efficiency
• Understand and deploy the key service management levers of a business, how they impact the scope and approach of the engagement
• Ensure Continued Success: Mentor and develop junior team members; contribute to building ITSM-specific assets, accelerators, and thought leadership; lead GTM activities and support business development efforts in the ITSM consulting space
• Business Development & Sales Leadership: Lead origination and growth of ITSM consulting opportunities, including opportunity identification, solution positioning, and conversion across new and existing accounts
• Proposal & Commercial Ownership: Own end-to-end proposal development including solutioning, effort estimation, team structuring, and commercial shaping for ITSM consulting engagements
• Client Relationship Management: Build and sustain trusted advisor relationships with CXO and senior client stakeholders; drive account growth through cross-sell and up-sell opportunities
• Account Growth: Identify and drive expansion opportunities within existing engagements by aligning ITSM initiatives with broader IT and digital transformation priorities

Bring your best skills forward to excel in the role:

• 8-10 years of relevant experience in IT Service Management consulting, with a strong track record of leading large-scale ITSM strategy and transformation engagements for global clients.
• Drive ITSM transformation as part of broader Business Product Operating Model (BPOM) and digital transformation initiatives
• Deep expertise in driving CXO conversations around ITSM strategy, service operating model design, IT service value chains, and organizational transformation.
• Comprehensive understanding of how ITSM functions operate within an enterprise, including service strategy, service design, service transition, service operation, and continual service improvement, and how these impact overall IT and business performance.
• Must have led large, complex ITSM consulting engagements covering ITSM process invention and re-engineering, IT operating model redesign, service integration and management (SIAM), and enterprise service management (ESM). Strong familiarity with leading ITSM platforms (e.g., ServiceNow, BMC Remedy/Helix, Ivanti) from a strategic advisory perspective is expected. Exposure to AI-driven ITSM, AIOps, and intelligent automation is a strong plus.
• 5+ years of experience developing ITSM business cases, maturity assessments, service management roadmaps, and transformation proposals to support strategic IT and enterprise service initiatives
• Quickly understand the key ITSM and service management levers of an organization, how they impact the scope and approach of the engagement
• Advanced presentation, public speaking skills and ability to drive C-suite/senior leadership level discussions
• Ability to manage ITSM program planning, scoping, and stakeholder engagement activities and structure compelling client proposals and engagement frameworks
• Develop expert ITSM content, contribute to thought leadership publications, and actively participate in professional forums and industry bodies (e.g., itSMF, HDI, Pink Elephant)
• Maximize capacity to develop high impact thought leadership that articulates a forward-thinking view of the market and work creatively and analytically in a problem-solving environment.
• Promote a culture of experimentation and innovation.

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network

Accenture Capability Network  | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Your experience counts!

• MBA from a tier 1 institute
• Working experience across:
• 12-16 years of experience in IT/technology consulting, with significant focus on ITSM strategy, process transformation, and service management advisory
• 8+ years of relevant experience in ITSM strategy, operating model design, ITSM process invention, and service management transformation
• 5+ years of experience leading or managing consulting teams, including planning and structuring ITSM engagements, facilitating client workshops, and developing actionable recommendations
• Deep knowledge of ITSM principles, frameworks (ITIL 4, VeriSM, COBIT), and practical experience applying them in large enterprise environments
• Strong knowledge of and passion for emerging ITSM trends including AI-driven service management, AIOps, self-healing IT, and next-generation service desk models
• Deep familiarity with ITSM frameworks and standards—e.g., ITIL 4, VeriSM, SIAM, COBIT—and core ITSM process areas such as Incident, Problem, Change, CMDB, and Service Catalog management. Working knowledge of the ITSM tooling landscape (ServiceNow, BMC Remedy/Helix, Ivanti, and others) from a consulting advisory standpoint
• Practical industry expertise in Financial Services, Retail, Consumer Goods, Telecommunications, Life Sciences, Transportation, Hospitality, Automotive/Industrial, Mining and Resources is of interest but experience in equivalent domains is also welcome.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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