Role Description
Overall Solution Ownership
Own Solution Development as the liaison between Sales and Delivery teams — serving as technical bridge between the sales team, clients, and delivery support up to and including contract negotiations.
Can lead solutioning of pursuits >$40M TCV
Experience in Business Case Development, Deal Shaping, Negotiation, Offering Insight, Value Analysis, and Prioritisation.
Develop winnable and profitable solution proposals that meet client requirements while maintaining commercial integrity.
Excellent client relationship management at mid-to-senior executive level, with strong communication, presentation, and interpersonal skills.
Automation & Agentic AI
Architect end-to-end automation solutions on workflow orchestration covering ticket triage, intelligent routing, auto-resolution, and closure using ServiceNow or equivalent ITSM platforms.
Design and position agentic AI capabilities — LLM-powered virtual agents, autonomous remediation bots, and AI — integrated into service desk workflows.




Build self-service and contact-deflection strategies targeting measurable reductions in contact volume and mean-time-to-resolve (MTTR).
Establish guardrails, audit trails, and feedback loops to ensure agentic solutions are secure, explainable, and continuously improving.
Ways of Working & Operating Model
Champion shift-left, knowledge-centered service (KCS), and DevOps practices within service desk solution designs.
Define tiering, routing, and escalation models that balance cost-to-serve with user experience outcomes.
Establish SLA/XLA frameworks and a metrics hierarchy that connects team activities to measurable business outcomes.
Platform & Tooling
Deep understanding of ITSM and ITAM tooling, and the integrations between the service desk platform and adjacent systems: CMDB, identity, endpoint management, observability, and enterprise applications.
Leadership & Stakeholder Engagement
Serve as trusted advisor to client CxOs on service desk strategy,

📌 RIS Service Desk Solution Architect Senior Manager (Bengaluru)
🏢 Accenture
📍 Bengaluru