Modern Service Management Assoc Director
accentureBrooklyn, NY
Modern Service Management Assoc Director
accentureBrooklyn, NY
today
Occupations
Computer and Information Systems ManagersInformation Technology Project ManagersComputer Systems AnalystsIndustries
Administrative Management and General Management Consulting ServicesOther Management Consulting ServicesComputer Systems Design ServicesAbout the role
Overview:
In this role you lead IT Service Excellence end-to-end, shaping the target operating model and governance for ITSM. You drive automation, AI-augmented operations, and agentic workflows while balancing ITIL controls with reinvention. You operate at CIO level, selling transformative service management programs and delivering measurable outcomes. You will build a high-performing practice and guide strategic modernization across incident, change, and configuration management. Compensation / Benefits Medical, dental, vision, life, and long-term disability 401(k) plan Bonus opportunities Paid holidays Paid time off
Responsibilities:
Define and own the IT service operating model and service quality standards across ITSM domains Balance ITIL governance with process reinvention to accelerate automation and AI-enabled resolution Design and govern a cross-functional service management operating model (people, process, tooling, data) Lead integration of agentic AI into ITSM workflows (autonomous triage, self-healing, AI-assisted knowledge) Sell, shape, and lead CIO-level service management transformation programs Maintain accountability for commercial and delivery performance (P&L, quality, satisfaction) Provide thought leadership on AIOps, observability-driven operations, and platform engineering Build and lead a high-performing service management practice and scale go-to-market Travel as required (25%–100%)
Key requirements:
Minimum 10+ years in IT service management, IT operations, or technology consulting with deep ITIL governance and transformation experience Minimum 10+ years in senior leadership roles with direct accountability for service management operating models and tooling strategy Bachelor’s degree or equivalent work experience (12+ years) CIO-level relationship management Strategic executive communication and deal origination Cross-functional collaboration and stakeholder management ITIL 4 governance and service control design SLA/OLA/XLA metrics and CMDB governance AIOps strategy and agentic workflow design
Matching similar jobs
JOB OVERVIEW
Experience level
Manager
Location
Brooklyn, NY
Occupation
Computer and Information Systems Managers
Industry
Administrative Management and General Management Consulting Services
Posted
today
Tired of running searches?
Rank the roles you'd take once, and matches like these arrive on their own.
CREATE PROFILE (opens in a new tab)