Technology Strategy - IT Service Management (ITSM) Strategy & Transformation Manager

Technology Strategy & Advisory, Capability Network I Areas of Work: Analyze, Design & Deliver ITSM strategy, process design, and operating model advisory to enhance service management maturity for clients I Level: Manager | Location: Explore an Exciting Career at Accenture

Are you passionate about leveraging technology for large-scale transformation and innovation for global clients Are you passionate about being part of an inclusive, diverse and collaborative culture

Welcome to a host of exciting global opportunities in Accenture Technology Strategy & Advisory.

The Practice – A Brief Sketch

The Technology Strategy & Advisory Practice is a part of Accenture Strategy and focuses on our clients' most strategic priorities. We help clients achieve growth and efficiency through creative R&D; transformation, aimed at redefining business models.

We provide you with a great learning ground, where you will get an opportunity to advice and work with our key global clients, driving end-to-end transformative strategic value and business growth. You would be working with senior leaders at client organizations and partner with them to create strategic solutions at the intersection of business, technology, and operations. Business problem assessment: Engage with client stakeholders to assess ITSM pain points and current-state service management capabilities, define problem statements, scope engagements, and drive project workstreams to deliver measurable outcomes

ITSM Transformation Delivery: Lead specific workstreams/modules within ITSM transformation programs, ensuring timely delivery of high-quality outputs and alignment with client objectives

Guide your team in designing ITSM target-state processes and operating model constructs that translate client objectives into practical, achievable transformation roadmaps.



Contribute to defining KPIs/OKRs and tracking improvement in service quality, cost optimization, automation, and user experience

Understand and apply the key service management levers of a business, how they impact the scope and approach of the engagement

Innovation & Modernization: Support adoption of next-gen ITSM capabilities such as AIOps, automation, and AI-driven service management solutions

contribute to building ITSM frameworks, reusable assets, and accelerators; assist in GTM activities and support business development efforts in the ITSM consulting space

Bring your best skills forward to excel in the role:

- (5-8) years of relevant consulting experience in IT Service Management, with hands-on exposure to ITSM assessments, process design, and operating model development. Strong skills in structuring analysis, building client narratives, and crafting compelling deliverables in PowerPoint and other formats.
- Good understanding across multiple ITSM domains including Incident Management, Problem Management, Change & Release Management, Service Request Management, CMDB/Asset Management, Service Catalog, and Knowledge Management. Preferred experience in ITSM strategy and operating model design.
- (5-8) years of relevant experience in ITSM process re-engineering, operating model design, and service integration and management (SIAM). ServiceNow, JIRA Service Management, BMC Remedy/Helix, Ivanti) from a consulting advisory standpoint is a plus.
- Practical exposure to modern ITSM trends including AIOps, AI/GenAI-led service management, automation, and self-healing operations
- 3+ years of experience developing ITSM maturity assessments, process design documents, and transformation business cases to support strategic IT service management initiatives
- Ability to manage ITSM engagement planning, scoping, and workstream management activities and contribute to client proposals and project planning documentation
- Promote a culture of experimentation and innovation.

📌 Strategic Technology and Automations Manager (Gurugram)
🏢 Accenture
📍 Gurugram