{"id":1341561,"url":"https://alion.io/job/accenture-modern-it-service-management-manager","title":"Modern IT Service Management Manager","company":{"id":271,"name":"Accenture","domain":"accenture.com","url":"https://alion.io/company/accenture","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":2108,"ghost_share":0.001,"stale_share":0.157,"repost_share":0.006,"time_to_fill_p50_days":5,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Leadership","role_family":"Leadership","seniority":"staff","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States","Milwaukee, United States","Dallas, United States","Columbus, United States","Kirkland, United States","Cincinnati, United States","New York, United States","Cleveland, United States","Oklahoma City, United States","Austin, United States","Albany, United States","Tampa, United States","Hartford, United States","Pittsburgh, United States","Saint Louis, United States","Miami, United States","Sacramento, United States","Raleigh, United States","Minneapolis, United States","Mountain View, United States","Scottsdale, United States","San Francisco, United States","Denver, United States","Boston, United States","Philadelphia, United States","Des Moines, United States","Overland Park, United States","Los Angeles, United States","Charlotte, United States","Seattle, United States","Houston, United States","Arlington, United States","Atlanta, United States","Redmond, United States","Bentonville, United States","Beaverton, United States","Nashville, United States","Detroit, United States","San Diego, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":94400,"max":266300,"currency":"USD","period":"year","gross":null,"usd_annual":266300},"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Platform Engineering","optional":false},{"name":"ServiceNow","optional":false},{"name":"XLA","optional":true}],"status":"live","first_seen_at":"2026-09-25T00:00:00Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-11-02T17:29:33Z","board_verified":true,"closed_at":null,"days_open":38,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":38},"description":"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.\nWe are seeking an experienced Manager, Modern IT Service Management to design and engineer service management solutions for large, complex enterprise environments - with a particular focus on SIAM (Service Integration and Management), platform-agnostic ITSM engineering, and operating model transformation. This is a practitioner role for someone who has built and configured ITSM solutions across multiple tooling platforms, understands the structural challenge of integrating services from multiple suppliers under a coherent service model, and can redesign operating models to make the resulting service architecture actually work at run-time. You will move between the detail of process and platform design and the broader picture of how a transformed service model lands in a client organization\nThe Work:\nDesign SIAM models - defining the service integration layer, supplier governance structures, inter-provider process flows, and integration touchpoints across multi-vendor service environments; producing SIAM architecture documentation that a client and its suppliers can contract and operate against\n\nEngineer ITSM solutions in a platform-agnostic way - designing process and data models, integration patterns, and tooling configurations that are grounded in the right service architecture rather than the constraints of any single platform; able to specify and deliver across ServiceNow, BMC Helix, Jira Service Management, and other tooling as the engagement requires\n\nRedesign service management operating models - translating process architecture and SIAM design into practical organizational models, including role definitions, team structures, supplier governance forums, and the decision rights needed to make multi-provider service delivery work in practice\n\nDesign and re-engineer ITSM processes - producing process architectures and detailed process designs across incident, problem, change, request, configuration, and knowledge management that are fit for a modern, multi-supplier, automation-enabled service environment\n\nDefine service integration data and reporting requirements - specifying the data flows, integration APIs, and management information frameworks that give the SIAM layer visibility and control across its supplier ecosystem\n\nProduce implementation-ready deliverables - process designs, SIAM architecture documents, operating model blueprints, RACI frameworks, tooling specifications, and transition plans that are detailed enough for delivery teams and suppliers to act on without ongoing advisory dependency\n\nSupport client engagement and business development - contributing technical depth to proposals, leading workshops that establish SIAM and ITSM requirements, and building credibility with service management and procurement stakeholders who are evaluating the right integration model for their supplier landscape\n\nTravel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.\nRequired Qualifications:\nMinimum 7+ years of experience in IT service management, service integration, or ITSM platform engineering - with sufficient depth to design SIAM models, configure ITSM tooling, and re-engineer operating models in complex multi-supplier environments\nMinimum 7+ years of experience designing or implementing SIAM models - including service integration layer design, supplier governance framework development, and the process and contractual integration between the integrator and tower suppliers\nMinimum 5+ years of hands on experience configuring or specifying ITSM platforms - with practical knowledge of at least two major tooling platforms and the ability to design solutions that are not over-engineered around a single vendor's capability model\nMinimum 3+ years of ITIL 4 - with the ability to apply its principles practically to process design rather than treat it as a certification to cite; familiarity with where ITIL 4 adapts for DevOps, product, and agile delivery contexts\nBachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience) \nBonus Points If:\nITIL 4 Managing Professional certification or equivalent - with demonstrable ability to apply the framework practically to process and operating model design rather than as a theoretical reference\nSIAM Foundation or Professional certification (e.g., BCS SIAM or Scopism/EXIN); direct experience working on a SIAM program across both design and transition phases is a strong signal for this position\nServiceNow Certified Implementation Specialist (CIS) or equivalent platform certification - treated as a baseline fluency signal rather than the primary qualification for this role\nExposure to DevOps and product delivery models - understanding how ITSM governance intersects with agile and platform engineering practices, and experience designing change and release processes that work for both fast-moving development teams and stable run environments\nSkills:\nSIAM Design & Service Integration Architecture: Sourcing model design (internal, external, hybrid), cross-provider process handoffs (incident, change, escalation), and SIAM-to-tower platform integration (ticket/event federation, CMDB sync).\nPlatform-Agnostic ITSM Engineering: Platform-neutral process and data modeling, multi-tool fluency (ServiceNow, BMC Helix, JSM, Freshservice), and CMDB CI relationship mapping for authoritative governance.\nProcess Design & ITSM Governance: ITIL 4 practice architecture with automation touchpoints, multi-provider SLA/OLA/XLA performance frameworks, and cross-supplier KPI reporting dashboards.\nOperating Model Transformation: Retained organisation capability design, phased SIAM transition and cutover sequencing, and embedded AI automation within continual service improvement (CSI) loops.\nCompensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.\nWe anticipate this job posting will be posted until 09/29/2026.\nAccenture 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\nRole Location Annual Salary Range\nCalifornia $94,400 to $266,300\nColorado $94,400 to $230,000\nConnecticut $94,400 to $230,000\nDistrict of Columbia $100,500 to $245,000\nIllinois $87,400 to $230,000\nMaine $80,400 to $196,000\nMaryland $94,400 to $230,000\nMassachusetts $94,400 to $245,000\nMinnesota $94,400 to $230,000\nNew York $87,400 to $266,300\nNew Jersey $100,500 to $266,300\nOhio $87,400 to $213,000\nVirginia $87,400 to $245,000\nWashington $100,500 to $245,000\nAbout Accenture\nAccenture 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-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atwww.accenture.com\nWhat We Believe\nWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.\nInclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here\nRequesting An Accommodation\nAccenture 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.\nIf 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.\nEqual Employment Opportunity Statement\nWe 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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.\nFor details, view a copy of the Accenture Equal Opportunity Statement\nAccenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.\nAccenture is committed to providing veteran employment opportunities to our service men and women.\nOther Employment Statements \nApplicants 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.\nCandidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.\nJob 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.\nThe 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, u...","description_format":"text","description_chars":12666,"description_truncated":true,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Systems Integrators","Business Process Outsourcing (BPO)","Management Consulting"],"lifecycle":[{"event":"open","at":"2026-09-27T15:40:16Z"}],"visa":[],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.4,"p_room":0.35,"age_days":38,"expected_fill_days":5,"reasons":["conf:1","velocity","win:tail","comp:brand"],"computed_at":"2026-11-02T06:13:15Z"},"pay":{"stated_usd_annual":266300,"is_top_pay":true},"html_url":"https://alion.io/job/accenture-modern-it-service-management-manager","json_url":"https://alion.io/job/accenture-modern-it-service-management-manager.json","meta":{"generated_at":"2026-11-02T20:16:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28344,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":271},"rest":"https://alion.io/mcp/rest/get_company?id=271"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faccenture-modern-it-service-management-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faccenture-modern-it-service-management-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faccenture-modern-it-service-management-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/accenture-modern-it-service-management-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faccenture-modern-it-service-management-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1341561}},{"tool":"search_jobs","arguments":{"company":"accenture.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1341561},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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