Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Role Overview: We are seeking a seasoned Infrastructure Service Management Lead to oversee a team of 30 service management professionals. This role is pivotal in ensuring seamless delivery and continuous improvement of IT infrastructure services across Incident, Change, Problem, and Service Request Management. The ideal candidate will bring strategic thought leadership, foster a culture of excellence, and maintain strong client relationships at senior level. Key Responsibilities: • Service Operations Leadership: o Lead and manage end-to-end operations for Incident, Change, Problem, and Service Request Management. o Ensure timely resolution of incidents and effective problem management to minimize business impact. o Oversee change management processes to ensure minimal disruption and maximum efficiency. • Continual Service Improvement (CSI): o Drive CSI initiatives across service management functions. o Analyze performance data to identify trends and improvement opportunities. o Implement best practices and innovative solutions to enhance service delivery. • Client Engagement: o Act as the primary point of contact for senior client stakeholders in Infrastructure and Service Management. o Conduct regular service reviews and governance meetings. o Ensure alignment of service delivery with client expectations and contractual obligations. • Contract & SLA Management: o Manage infrastructure service contracts, ensuring compliance and value realization. o Monitor and report on KPIs and SLAs, driving accountability and performance improvements. • Team Leadership & Development: o Provide coaching, mentorship, and career development support to a team of 30 service management professionals. o Foster a high-performance culture focused on collaboration, innovation, and continuous learning. • Operational Excellence: o Ensure adherence to ITIL best practices and standards. o Maintain documentation and audit readiness for all service management processes. o Support shift operations and ensure coverage across time zones. Qualifications: • Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred). • ITIL Master Certification (preferred). • Minimum 10+ years of experience in IT Infrastructure Service Management. • Proven experience managing large teams and complex service environments. • Strong stakeholder management and communication skills. • Demonstrated ability to lead CSI initiatives and drive measurable improvements. • Experience in managing infrastructure contracts and vendor relationships. Preferred Skills: • Strategic thinking and thought leadership in service management. • Proficiency in service management tools (e.g., ServiceNow, Remedy). • Ability to work in a dynamic, fast-paced, and global environment. • Strong analytical and decision-making skills.

15 years full time education

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Accenture 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.

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