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Federal - IT Service Management Lead

Job Location: MD - Annapolis Junction

Regional Description: Northeast

Job Number: 00598134


- Job description

Organization: Accenture Federal Services

Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.

We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So you can deliver what matters most.

Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our 7,200 dedicated colleagues and change makers work with our clients at the heart of the nation’s priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.

The IT Service Management Lead will be responsible for supporting definition, design and implementation of the overall ITSM philosophy for the program. The ITSM Lead will ensure the ITIL process owners are creating attainable processes and are aligned with contract requirements.  

Responsibilities include:

• Recommending new IT strategies and procedures through evaluation of team performance and organizational goals.

• Working to help define and develop new service offerings.

• Ensuring SLAs are properly defined, tracked, and met to support our goal of providing exceptional service to our customers.

• Identifying methods to deliver services more efficiently and introduce automation.

• Directing IT staff and supporting recruiting, training, coaching and performance evaluation as needed.

Required Qualifications:
• 14 years of experience as a systems engineer
• Bachelor’s degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline from an accredited college or university is required. Five (5) years of additional engineering experience may be substituted for a Bachelor’s degree. 
• At least 5 years of Service Management experience specifically with directing service delivery and improvement of teams 
• 3 years of experience with enterprise level monitoring and reporting tools such as ServiceNow, Splunk, Solarwinds, HP Service Manager
• U.S. Citizenship required (Dual citizenship not eligible for consideration)

Preferred Qualifications:
• Experience working in a mixed environment to include software development and enterprise IT management
• Ability to utilize available information, metrics and evaluations to develop recommendations for change
• Good verbal and written communications skills and ability to work with a wide variety of individuals and personalities
• ITIL v3
• Security+ or CISSP

An active security clearance or the ability to obtain one may be required for this role.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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 and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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