Modern IT Service Management Manager
accentureChicago (IL)
Modern IT Service Management Manager
Posted today
accentureChicago (IL)
SENIORITY
Manager
About the role
Overview:
As Manager, Modern IT Service Management, you design and engineer SIAM-driven ITSM solutions for complex multi-supplier environments. You connect process design with platform capabilities to deliver workable run-time service architectures. You will shape operating models and governance while guiding clients through design-to-delivery transitions. This role blends hands-on tooling with strategic, cross-functional collaboration to elevate service delivery. A key hook is shaping scalable, platform-agnostic ITSM in large enterprise contexts. Compensation / Benefits medical, dental, vision, life, and long-term disability coverage 401(k) plan bonus opportunities paid holidays paid time off
Responsibilities:
Design SIAM models and governance structures for multi-vendor environments Engineer platform-agnostic ITSM solutions with process and data modeling Redesign operating models, including roles, teams, and decision rights Design and re-engineer ITSM processes across incident, problem, change, request, configuration, and knowledge Define SIAM data, APIs, and reporting requirements for visibility and control Produce implementation-ready deliverables (designs, architecture, blueprints, RACIs, tooling specs) Support client engagement through workshops and proposals, articulating SIAM/ITSM requirements
Key requirements:
7+ years in IT service management, service integration, or ITSM platform engineering 7+ years designing or implementing SIAM models 5+ years configuring or specifying ITSM platforms (two major tooling platforms) 3+ years ITIL 4 with practical application Bachelor's degree or equivalent work experience Travel willingness (25%–100%) Stakeholder management Workshop facilitation Clear communication SIAM design and service integration architecture Platform-agnostic ITSM engineering (ServiceNow, BMC Helix, Jira Service Management, Freshservice) Process design & ITSM governance (ITIL 4)
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