S&CGN - Tech Strategy & Advisory - ITSM - Manager

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 750K people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Global Network:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, every business is a digital business. Digital is changing the way organizations engage with their employees, business partners, customers, and communities how they manufacture and deliver products and services, and how they run their organizations. This is our unique differentiator. We seek people who recognize and understand the impact that digital, and technology have on every industry and every sector, and share our passion to shape unique strategies that allow our clients to succeed in this environment.

To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Approximately 10,000 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit www.accenture.com/capabilitynetwork.

Global Network Videos:

Video title

External link

Accenture Global Network

https://www.youtube.com/watch?v=-92pvOH1d_k

Accenture in One Word

https://www.youtube.com/watch?v=t1Fo8uNWZ-0

MBA Careers: What makes Accenture different

https://www.youtube.com/watch?v=5bg4u5Sczm8

Accenture Inclusion & The Power of Diversity

https://www.youtube.com/watch?v=2g88Ju6nkcg

Practice Overview:

Skill/Operating Group

Technology Consulting

Level

Manager

Location

Gurgaon/Mumbai/Bangalore/Pune/Kolkata

Travel Percentage

Expected Travel could be anywhere between 0-100%

Why Technology Consulting

The Technology Consulting business within Global Network invents the future for clients by providing them with the right guidance, design thinking and innovative solutions for technological transformation.

As technology rapidly evolves, it’s more important than ever to have an innovation advisor who can create a new vision or put one into place to solve the client’s toughest business problems.

Specialize in management or technology consulting to transform the world's leading organizations by building innovative business solutions as their trusted advisor by:

Helping Clients: Rethinking IT and Digital ecosystems and innovating to help clients keep pace with fast-changing, customer-driven environments.

Enhancing your Skillset: Building expertise and innovating with leading-edge technologies such as Blockchain, Artificial Intelligence and Cloud.

Transforming Businesses: Developing customized, next-generation products and services that help clients shift to new business models designed for today's connected landscape of disruptive technologies

Principal Duties                                

And Responsibilities:

Working closely with our clients, Consulting professionals design, build and implement ServiceNow and ITSM transformation strategies that enhance service delivery, operational resilience, and enterprise performance. They develop specialized expertise—process, platform, industry, and architectural—in a dynamic project environment that offers multiple opportunities for career growth.

The opportunities to make a difference within large-scale service transformation initiatives are limitless in today’s digital enterprise landscape. Here are just a few of your day-to-day responsibilities:

•Drive ServiceNow implementation workstreams across ITSM and related modules (ITOM, SPM, HRSD, GRC as applicable)

• ITSM processes Transformation/Modernization using Agentic AI/Gen AI
  . • Conduct current-state process assessments and identify optimization opportunities
  • Translate business requirements into functional specifications, user stories, and solution designs
  • Configure and implement ServiceNow modules including workflows, forms, catalog items, and integrations
  • Support CMDB design, data model alignment, and service mapping initiatives
  • Participate in solution blueprinting workshops and stakeholder discussions
  • Contribute to implementation planning, release management, and deployment activities
  • Identify and resolve complex ITSM process and platform configuration challenges
  • Support integration activities using APIs, IntegrationHub, and MID Server
  • Drive UAT support, hyper care stabilization, and post-go-live optimization
  • Contribute to ITSM best practices alignment and platform governance adherence
  • Assist in client presentations, demos, and proposal support activities

• Participate with Cloud Architecture activities such as

Qualifications:

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field
• MBA (preferred but not mandatory)
• 9+ years of overall experience with 4–6+ years hands-on ServiceNow implementation experience
• Strong experience in ITSM process design and platform configuration
• Exposure to multiple ServiceNow modules such as ITSM (mandatory) and at least 2 of ITOM/SPM/HRSD/GRC
• ServiceNow certifications such as CSA (mandatory) and CIS
• ITIL certification (v3/v4) preferred

• Cloud Architecture certification (Azure or GCP or AWS)

Experience:

• We are seeking experienced professionals who have led large-scale ServiceNow and ITSM transformation engagements across enterprise environments. The ideal candidates will have deep expertise in ITSM strategy, service operating model design, platform architecture, and multi-module ServiceNow implementations (ITSM, ITOM, SPM, HRSD, GRC), with hands-on experience across the full lifecycle—from assessment and solution design to implementation and optimization—focused on driving measurable service excellence and digital transformation outcomes
• The candidate should have practical industry expertise in one of these areas - Financial Services, Retail, consumer goods, Telecommunications, Life Sciences, Transportation, Hospitality, Automotive/Industrial, Mining and Resources.

Key Competencies and Skills:

The right candidate should have competency and skills aligned to one or more of these archetypes –

• ITSM & Enterprise Service Transformation – Experience leading enterprise-wide ITSM transformations, designing target service operating models, process standardization, and automation-first service architectures aligned to ITIL best practices.

• ITSM Process Design & Optimization – Experience analyzing and improving incident, problem, change, request, and knowledge management processes aligned to ITIL practices.
• Exposure to Agentic AI/Gen AI for ITSM Processes modernization
• ServiceNow Functional Implementation – Strong hands-on experience configuring ServiceNow modules including workflows, catalog items, SLAs, UI policies, business rules, and reporting.
• ServiceNow Technical Awareness – Working knowledge of Flow Designer, Client Scripts, Script Includes, IntegrationHub, REST/SOAP integrations, and CMDB data models.
• CMDB & ITOM Exposure – Basic to intermediate experience in CMDB structure, discovery concepts, and event management integration.
• Solution Documentation & Design – Ability to create BRDs, FSDs, user stories, process maps, and implementation documentation.
• Delivery & Client Collaboration – Ability to independently manage workstreams, support workshops, and collaborate with cross-functional teams.

Secondary Skills (Preferred)

• Application Modernization – Experience leading and designing the composable architecture leveraging Microservices, EDA on the Cloud Platforms.
•  Cloud Architecture: Experience with private, public and hybrid cloud architectures, pros/cons, and Hybrid cloud integration architecture
• Cloud-native application development, DevOps and data integration within cloud platform
• Cloud Migration: Delivering cloud migration roadmaps and managing execution from a project management perspective.
• Cloud Deployment across various hyper-scaler platforms (AWS, Azure, GCP) and models (PaaS, SaaS, IaaS), containers and virtualization platforms (VMWare.)
• AIOps & Intelligent Operations – Exposure to AIOps concepts including event correlation, noise reduction, predictive analytics, and automation-driven incident management within IT operations environments.
• IT Infrastructure Architecture – Working knowledge of enterprise infrastructure components including networks, servers, virtualization, containers, middleware, and security layers to ensure accurate CMDB modeling and service dependency mapping.

Other desired skills -

• Strong desire to work in technology-driven business transformation
• Strong knowledge of technology trends across IT and digital and how they can be applied to companies to address real world problems and opportunities.
• Comfort conveying both high-level and detailed information, adjusting the way ideas are presented to better address varying social styles and audiences.
• Leading proof of concept and/or pilot implementations and defining the plan to scale implementations across multiple technology domains
• Flexibility to accommodate client travel requirements
• Published Thought leadership Whitepapers, POV’s

Additional Information:

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion, or belief, ethnic or national origin, disability, age, citizenship, marital, domestic, or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.