What are the responsibilities and job description for the Modern Service Management Assoc Director position at Accenture?
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 seeking an exceptional consulting leader to serve as our Modern Service Management Lead, a senior L5 position with enterprise-wide ownership of IT Service Excellence and the operating model required to achieve it. This role sits at the intersection of discipline and reinvention — maintaining the governance rigour of ITIL while fundamentally re-engineering service management processes to unlock automation, AI-augmented operations, and agentic workflows. The individual in this role is both a trusted operator and a transformational force: equally comfortable defending control frameworks to a CIO as they are challenging legacy process thinking to drive the next generation of service delivery. They sell, shape, and remain personally accountable for the programs they win.
The Work
Required Qualifications
We anticipate this job posting will be posted until 09/29/2026.
Benefits
Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:
U.S. Employee Benefits | Accenture
Role Location Annual Salary Range
California $163,000 to $413,600
Cleveland $150,900 to $330,900
Colorado $163,000 to $357,400
District of Columbia $173,500 to $380,500
Illinois $150,900 to $357,400
Maine $138,800 to $304,400
Maryland $163,000 to $357,400
Massachusetts $163,000 to $380,500
Minnesota $163,000 to $357,400
New York $150,900 to $413,600
New Jersey $173,500 to $413,600
Virginia $150,900 to $380,500
Washington $173,500 to $380,500
Chicago, IL
Albany, NY
Arlington, VA
Atlanta, GA
Austin, TX
Beaverton, OR
Bentonville, AR
Boston, MA
Carmel, IN
Charlotte, NC
Cincinnati, OH
Cleveland, OH
Columbus, OH
Culver City, CA
Denver, CO
Des Moines, IA
Detroit, MI
Hartford, CT
Houston, TX
Irving, TX
Kirkland, WA
Miami, FL
Milwaukee, WI
Minneapolis, MN
Morristown, NJ
Mountain View, CA
Nashville, TN
New York City, NY
Oklahoma City, OK
Overland Park, KS
Philadelphia, PA
Pittsburgh, PA
Raleigh, NC
Redmond, WA
Sacramento, CA
San Diego, CA
San Francisco, CA
Scottsdale, AZ
Seattle, WA
St. Louis, MO
St. Petersburg, FL
Walnut Creek, CA
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.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements
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.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
We are seeking an exceptional consulting leader to serve as our Modern Service Management Lead, a senior L5 position with enterprise-wide ownership of IT Service Excellence and the operating model required to achieve it. This role sits at the intersection of discipline and reinvention — maintaining the governance rigour of ITIL while fundamentally re-engineering service management processes to unlock automation, AI-augmented operations, and agentic workflows. The individual in this role is both a trusted operator and a transformational force: equally comfortable defending control frameworks to a CIO as they are challenging legacy process thinking to drive the next generation of service delivery. They sell, shape, and remain personally accountable for the programs they win.
The Work
- Own IT Service Excellence end-to-end — defining the target operating model, setting service quality standards, and holding accountability for outcomes across incident, problem, change, request, and configuration management
- Balance governance and reinvention — upholding ITIL control disciplines while systematically identifying and re-engineering processes where automation, AI, or agentic operations can replace manual effort or accelerate resolution
- Design and govern the service management operating model — spanning people, process, tooling, and data — to enable a shift from reactive service delivery to predictive, autonomous, and continuously improving operations
- Lead the integration of agentic AI into core ITSM workflows — including autonomous incident triage, self-healing operations, intelligent change risk assessment, and AI-assisted knowledge management
- Sell and shape service management transformation programs at the CIO level — leading pursuits, authoring executive proposals, and presenting the business case for modernized service delivery to senior technology and business leaders
- Maintain personal accountability for the commercial and delivery performance of sold engagements — including P&L ownership, delivery quality, and client satisfaction across the service management portfolio
- Provide thought leadership on the evolution of service management — including AIOps, observability-driven operations, platform engineering models, and the organizational implications of shifting from human-run to machine-augmented service delivery
- Build and lead a high-performing service management practice — attracting talent with both process rigour and automation fluency, and scaling Accenture's go-to-market proposition in modern ITSM
Required Qualifications
- Minimum 10 years of progressive experience in IT service management, IT operations, or technology consulting, with deep expertise in both ITIL governance and service delivery transformation
- Minimum 10 years in senior leadership roles with direct accountability for service management operating models, including ownership of ITSM tooling strategy, process governance, and service quality outcomes
- Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)
- Deep domain experience in financial services, manufacturing, energy, or other sectors with complex, high-volume IT operations environments requiring rigorous service control alongside high change velocity
- Experience leading or advising service management functions through a DevOps or platform engineering transition — including the cultural and organizational challenges of integrating ITSM governance into product and agile delivery models
- Industry certifications: ITIL 4 Managing Professional or Strategic Leader, ServiceNow Certified Implementation Specialist, and/or relevant cloud or SRE certifications
- Familiarity with SRE practices and the tension — and opportunity — between SRE's engineering-first philosophy and traditional ITSM governance, with experience brokering a pragmatic synthesis of both
- ITIL Governance & Service Control: ITIL 4 framework design across core practices, SLA/OLA/XLA outcome metrics, and CMDB asset governance for automation and AI.
- Automation, AIOps & Agentic Ops: AIOps platform strategy (event correlation, noise reduction), agentic workflow design (autonomous triage, self-healing runbooks), and ServiceNow/observability toolchain fluency.
- Operating Model & Service Transformation: Target operating model design (shift-left, vendor management), ITSM platform modernization (ServiceNow, BMC Helix, Jira), and CSI frameworks to improve MTTR and change success.
- Commercial & Executive Leadership: CIO-level relationship management and deal origination, portfolio P&L governance, and practice development through hyperscaler/AI vendor alliances.
We anticipate this job posting will be posted until 09/29/2026.
Benefits
Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:
U.S. Employee Benefits | Accenture
Role Location Annual Salary Range
California $163,000 to $413,600
Cleveland $150,900 to $330,900
Colorado $163,000 to $357,400
District of Columbia $173,500 to $380,500
Illinois $150,900 to $357,400
Maine $138,800 to $304,400
Maryland $163,000 to $357,400
Massachusetts $163,000 to $380,500
Minnesota $163,000 to $357,400
New York $150,900 to $413,600
New Jersey $173,500 to $413,600
Virginia $150,900 to $380,500
Washington $173,500 to $380,500
Chicago, IL
Albany, NY
Arlington, VA
Atlanta, GA
Austin, TX
Beaverton, OR
Bentonville, AR
Boston, MA
Carmel, IN
Charlotte, NC
Cincinnati, OH
Cleveland, OH
Columbus, OH
Culver City, CA
Denver, CO
Des Moines, IA
Detroit, MI
Hartford, CT
Houston, TX
Irving, TX
Kirkland, WA
Miami, FL
Milwaukee, WI
Minneapolis, MN
Morristown, NJ
Mountain View, CA
Nashville, TN
New York City, NY
Oklahoma City, OK
Overland Park, KS
Philadelphia, PA
Pittsburgh, PA
Raleigh, NC
Redmond, WA
Sacramento, CA
San Diego, CA
San Francisco, CA
Scottsdale, AZ
Seattle, WA
St. Louis, MO
St. Petersburg, FL
Walnut Creek, CA
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.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements
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.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
Salary : $163,000 - $413,600