ITSM Delivery Lead (Tech - Infra)

Key Responsibilities:

• ITSM Consulting & Implementation:
  • Lead the design, implementation, and ongoing management of ITSM processes for clients.
  • Conduct assessments of clients' current IT service delivery capabilities, leveraging your Infrastructure Engineering expertise to identify areas for improvement in areas like service availability, performance, security, and cost optimization.
  • Develop and implement service improvement plans based on assessment findings, incorporating best practices for infrastructure management and service delivery.
  • Guide clients in the selection and implementation of ITSM tools (e.g., ServiceNow, BMC Remedy) and their integration with existing infrastructure.
  • Experience operating market-leading ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, etc.
  • Experience with designing ITSM processes (e.g., Incident Management, Change Management, etc.), work instructions, standard-operating-procedures, etc.
  • Experience with defining leading ITSM Key-performance-incidents (KPIs), reports & reporting, Service Level Agreements (SLAs), etc.
• ITIL Framework:
  • Ensure adherence to ITIL best practices and frameworks within client engagements.
  • Advise clients on the appropriate application of ITIL principles to their specific business needs, with a focus on optimizing infrastructure services.
  • Stay abreast of the latest developments in ITSM, ITIL, and Infrastructure Engineering best practices.
• Project Management:
  • Manage the scope, budget, and timeline of ITSM consulting projects.
  • Lead project teams and ensure timely delivery of project deliverables.
  • Monitor project progress, identify and mitigate risks, and ensure client satisfaction.
• Client Relationship Management:
  • Build and maintain strong relationships with clients.
  • Communicate effectively with clients at all levels, including technical and business stakeholders, translating technical concepts into clear and concise business terms.
  • Manage client expectations and address any concerns related to service delivery and infrastructure management.
• Business Development:
  • Contribute to business development activities, such as proposal writing and client presentations, highlighting your Infrastructure Engineering expertise and its value proposition to clients.
  • Identify and pursue new ITSM consulting opportunities with a focus on clients with complex infrastructure needs.

#LI-GM

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in IT, with at least 5 years in an ITSM consulting or leadership role.
• Strong Infrastructure Engineering background: Proven experience in areas such as systems administration, network engineering, cloud computing, virtualization, or related fields. Demonstrated ability to understand and analyze infrastructure performance, security, and availability.
• Proven experience in implementing and managing ITSM processes within a consulting environment.
• Strong understanding of ITIL frameworks and best practices (ITIL Foundation, Intermediate certifications preferred).
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy).
• Excellent analytical, problem-solving, and decision-making skills.
• Strong leadership, communication, presentation, and interpersonal skills.
• Ability to work independently and as part of a team.
• Excellent client-facing and relationship-building skills.

We recognize that some candidates may have agreements with their employers that may limit their ability to be hired by certain other companies. Also, from time to time, Accenture and its partners and clients may be parties to a contract that restricts the hiring of certain employees (for example, employees working on projects involving sensitive information).

If you have worked on a project with Accenture in the past 24 months, or if you are aware of any contract or agreement that restricts Accenture’s ability to recruit or hire you for this position, please let us know. Otherwise, we are happy to discuss this exciting opportunity with you.