IT Service Management Strategy and Transformation Manager - Strategic Technology Effectiveness, ITSM

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

Practice: Technology Strategy & Advisory, Capability Network I Areas of Work: Analyze, Design & Deliver ITSM strategy, process design, and operating model advisory to enhance service management maturity for clients I Level: Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore | Years of Exp: 8-14 Years

Explore an Exciting Career at Accenture

Are you passionate about leveraging technology for large-scale transformation and innovation for global clients? Are you passionate about being part of an inclusive, diverse and collaborative culture?

Then, this is the right place for you! Welcome to a host of exciting global opportunities in Accenture Technology Strategy & Advisory.

The Practice – A Brief Sketch

The Technology Strategy & Advisory 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 client stakeholders to assess ITSM pain points and current-state service management capabilities, define problem statements, scope engagements, and drive project workstreams to deliver measurable outcomes
• Process Design & Analysis: Analyze client ITSM processes across key functions (Incident, Problem, Change, Request, CMDB, Service Catalog, etc.) to identify maturity gaps, inefficiencies, and improvement opportunities, and develop structured recommendations for process re-engineering and operating model enhancement
• ITSM Transformation Delivery: Lead specific workstreams/modules within ITSM transformation programs, ensuring timely delivery of high-quality outputs and alignment with client objectives
• Value Realization: Guide your team in designing ITSM target-state processes and operating model constructs that translate client objectives into practical, achievable transformation roadmaps. Contribute to defining KPIs/OKRs and tracking improvement in service quality, cost optimization, automation, and user experience
• Understand and apply the key service management levers of a business, how they impact the scope and approach of the engagement
• Innovation & Modernization: Support adoption of next-gen ITSM capabilities such as AIOps, automation, and AI-driven service management solutions
• Ensure Continued Success: Support and develop junior team members; contribute to building ITSM frameworks, reusable assets, and accelerators; assist in GTM activities and support business development efforts in the ITSM consulting space

Bring your best skills forward to excel in the role:

• (5-8) years of relevant consulting experience in IT Service Management, with hands-on exposure to ITSM assessments, process design, and operating model development. Strong skills in structuring analysis, building client narratives, and crafting compelling deliverables in PowerPoint and other formats.
• Good understanding across multiple ITSM domains including Incident Management, Problem Management, Change & Release Management, Service Request Management, CMDB/Asset Management, Service Catalog, and Knowledge Management. Preferred experience in ITSM strategy and operating model design.
• (5-8) years of relevant experience in ITSM process re-engineering, operating model design, and service integration and management (SIAM). Familiarity with the ITSM tooling landscape (e.g., ServiceNow, JIRA Service Management, BMC Remedy/Helix, Ivanti) from a consulting advisory standpoint is a plus.
• Practical exposure to modern ITSM trends including AIOps, AI/GenAI-led service management, automation, and self-healing operations
• Understanding of ITSM–ITOM convergence, including CMDB, event management, and observability integration
• Hands-on consulting skills include CXO-level communication, structured problem solving, stakeholder management, and team collaboration. Ability to synthesize complex ITSM concepts into clear, actionable client recommendations.
• 3+ years of experience developing ITSM maturity assessments, process design documents, and transformation business cases to support strategic IT service management 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 engagement planning, scoping, and workstream management activities and contribute to client proposals and project planning documentation
• Proficiency in ITSM maturity assessment frameworks, process mapping, and the ability to translate findings into executive-ready presentations and structured recommendations
• 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.

Read more about us.

• Recent Blogs

Your experience counts!

• MBA from a tier 1 institute
• Working experience across:

• 10-14 years of experience in IT/technology consulting, with a strong focus on ITSM strategy, process design, and service management transformation
• 7+ years of relevant experience in ITSM process design and re-engineering, service management operating model design, and ITSM consulting delivery
• Solid knowledge of ITSM frameworks (ITIL 4, VeriSM, COBIT) and their practical application in enterprise service management environments
• Awareness of and interest in emerging ITSM trends including AI-driven service management, AIOps, intelligent automation, and next-generation service desk models

• Working knowledge of 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. General awareness of the ITSM tooling landscape is beneficial but not a requirement

• 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.

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.

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 atwww.accenture.com

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