Are you passionate about helping businesses reinvent the foundation of their business? In today’s digital and cloud-based world, businesses perform only as well as their IT infrastructure. Help be part of the solution in designing processes, selecting and implementing strategic tools, and establishing AIOps capabilities that leverage analytics, automation and machine learning.
Service Management Lead will have the following responsibilities
Design and utilize score-cards, surveys, methods and tools to monitor KPI and SLA compliance. Collaborate with relevant teams to define the service portfolio roadmap, maturity path, customer priorities and drive to continuously improve maturity levels.
Coach and mentor as necessary.
Accountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools. Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
Develop business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)Ensure service levels are defined and met around Availability, Performance and Resiliency.
Own and Orchestrate a formal Root Cause Analysis (RCA) methodology to drive long term resolution of Sev 1 (Critical severity incidents), recurring incidents, recurring problems, or major events.
Partner with client leaders to define and document the plan for Process Maps, Runbooks and RPOs and RTOs.
Identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users.
Continually analyze and refine service portfolio metrics to help shape the future ITSM Strategy
For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.
Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.
A minimum of 7 years of IT Experience
A minimum of 2 years of Management/Team Leadership experience
A minimum of 5 years of demonstrable and recent experience in ITSM (IT Service Management) and/or IT Service Delivery
A minimum of 2 years of experience with ServiceNow as a User
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate Degree, must have minimum 6 years work experience)
As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $97,632 - $161,200 and information on benefits offered is here.
The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.
Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.
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