About Accenture 

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 799,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

Join Accenture and help transform leading organisations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture and make delivering innovative work part of your extraordinary career. 

Service Management Process Lead / Designer

Job Description:

The Service Management Process Lead / Designer is responsible for the design, implementation and enablement of ITSM processes that support effective and efficient service delivery within a multi-vendor SIAM environment. The role will lead process design and development, ensuring alignment with ITIL 4 practices, and enabling governance through clear frameworks, documentation and capability uplift. The successful candidate will partner with client and supplier stakeholders to define, optimise and embed processes that deliver measurable service outcomes.

Key Responsibilities:

• Lead the design, documentation and implementation of ITSM processes (e.g. Incident, Problem, Change, Event, Configuration, Request, Knowledge and Service Catalogue).

• Apply a consulting mindset to analyse, design, build and implement service management capabilities and processes in alignment with project and stakeholder needs.

• Establish process governance frameworks and performance measures (SLAs/KPIs).

• Assess current state maturity and define roadmaps for process optimisation.

• Ensure ITSM processes integrate effectively with DevOps, SRE and automation practices.

• Collaborate with ServiceNow platform team to align tool workflows with process design.

• Ensure process consistency and integration across service domains and service providers.

• Develop and deliver process training, handover documentation and reference materials to support adoption and operational readiness.

• Provide process leadership during service transitions and stabilisation.

Qualifications (Required)

• Minimum Bachelor's degree or equivalent qualifications.

• Minimum ITIL 4 Foundation or preferably higher level certifications.

• Strong understanding of ITIL 4 principles and process governance.

• Minimum 5 years’ experience in IT Service Management transformation with proven capability in designing, developing and embedding ITIL-aligned processes within complex, multi-supplier environments.

• Working knowledge of how DevOps and SRE practices align with ITIL.

• Experience with ServiceNow design and implementation.

• Excellent communication and stakeholder engagement skills.

• Excellent leadership and management skills.

Qualifications (Preferred)

• ITIL 4 Specialist, Managing Professional, Strategic Leader or Practice Manager certification.

• SIAM Foundation or Professional certification.

• ServiceNow Certified System Administrator (CSA) or implementation certification.

• Cloud certification (AWS, Azure, Google) desirable to support integration of service management and cloud operations.

• Experience in service optimisation, automation or AIOps.

• Experience with Federal Government project delivery, stakeholder engagement and governance.

Additional Requirements:

Security Clearance Requirement: Given the secure nature of this role, we are seeking candidates who are Australian Citizens with an active security clearance (NV1).This requirement ensures that all team members are cleared to handle sensitive information and contribute to maintaining the highest standards of security in our operations.

Must be willing to work onsite 5 days a week

Benefits of working at Accenture:

• 18 weeks paid parental leave

• Long & short-term career break opportunities

• Structured career development program

• Local and international career opportunities.

• Certified as a Family Inclusive Workplace™

• Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.

• We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!

#LI_GM

.

About Accenture

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.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement for Australia:

At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work. 

As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences. These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.

 
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email [email protected] and cite the relevant Job Number, or contact us on +61 2 9005 5000.

Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement