Senior Service Management Consultant
WHO WE ARE
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. We offer solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. For more information about Accenture Technology Poland, please visit our website.
THE WORK
As a Service Management Consultant, you will take ownership of IT service management processes, ensuring alignment with industry best practices and driving continuous improvement across Service Operations. You will independently lead Incident, Problem, and Change Management activities, ensuring high‑quality service delivery supported by robust reporting and analytical insights.
Your responsibilities will include:
- Design and implement enterprise-wide ITSM transformations across multiple countries and business units.
- Lead maturity assessments and build roadmaps for capability building.
- Translate Service Management Initiatives into business outcomes (cost reduction, risk mitigation, customer satisfaction improvements).
- Architect solutions based on ITIL 4, COBIT or similar IT frameworks—adapting them to the client context.
- Optimize critical processes: Incident, Problem, Change, Service Request Management, CMDB governance and related.
- Implement process mining and analytics to drive data-driven continuous improvement.
- Participate in ServiceNow (or similar ITSM platform) implementations, including workflow design, integrations, and reporting.
- Work on solutions that integrate seamlessly with monitoring tools, CMDBs, HRMS, and finance systems.
- Balance platform capabilities with business requirements and user experience.
- Design and execute change management strategies that address organizational resistance at all levels.
- Facilitate workshops with stakeholders across time zones, and cultural contexts.
Flexible: The work location for this role may include a mix of working remotely, onsite at a client or in an Accenture office – depending on specific project circumstances. With all our roles, there is some in‑person time for collaboration, learning and building relationships with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.
WHAT’S IN IT FOR YOU?
- Opportunities to lead real-world initiatives that enhance IT service efficiency and operational excellence.
- Exposure to complex, cross-industry, large‑scale service environments enabling continuous skills development.
- Engagement in cross‑functional collaboration where your expertise shapes service delivery improvements.
HERE’S WHAT YOU’LL NEED:
- 5-8 years in IT Service Management with 2+ years in consulting or client-facing advisory roles.
- Demonstrated experience leading ITSM transformations impacting 500+ users or spanning multiple countries.
- Track record of working across different industries (preferably more than one sector).
- Ability to work independently and contribute as a subject-matter expert (SME).
- Strong communication skills enabling effective collaboration between technical teams and business stakeholders.
- Strong command of Polish and English (spoken and written).
WHERE YOU STAND OUT:
- ITIL 4 certification (Managing Professional or Strategic Leader preferred).
- ServiceNow expertise: Certified Implementation Specialist, System Administrator, or equivalent hands-on configuration experience.
- Awareness of regulatory compliance requirements (GDPR, SOX, HIPAA) and their ITSM implications.
- You are adaptable, resilient, and thrive when plans change mid‑project or organizational dynamics become complex.
- Business‑minded: You focus on ROI, not just operational metrics, and are comfortable presenting to C‑level stakeholders.Intellectually curious: You're continuously learning (AIOps, SRE, value streams) and you ask "why" five times to get to root causes.
Research indicates that some candidates, especially the most diverse ones, may hesitate to apply for positions if they don't meet all requirements. If you believe you possess the necessary skills, even if not meeting every requirement, we wholeheartedly encourage you to submit your application.
WHAT WE OFFER
- Stable employment conditions based on an employment contract.
- Individual support from a People Lead and a clear professional development path, including coaching sessions.
- Extensive training package (technical, soft skills, language), access to e-learning platforms, and certification co-financing.
- Employee Assistance Program (legal, financial, and psychological consultations).
- Participation in Accenture’s Employee Share Purchase Plan and referral program.
- Private medical care, life insurance, and access to benefits platform (including Multisport card).
WHAT WE BELIEVE:
Accenture does not discriminate against employment candidates based on race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation, or any other basis impermissible under Polish law. Inclusion and diversity are fundamental to our culture and core values. Sustainability is one of our greatest responsibilities, and we embed it into everything we do and for everyone we work with.
When applying please enclose the below statement:
"I hereby consent to the processing of my personal data by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of May 10, 2018, on the Protection of Personal Data (Journal of Laws of 2018, item 1000) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive), necessary to carry out the recruitment process by Accenture. At the same time, I declare that I provide my personal data completely voluntarily. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority.”
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