ITSM Lead

Posted:
3/4/2026, 12:42:12 AM

Location(s):
District of Columbia, United States ⋅ Washington, District of Columbia, United States

Experience Level(s):
Senior

Field(s):
IT & Security

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

The Work:

We are looking for a visionary leader who thinks beyond traditional IT service management, someone who sees challenges as opportunities and understands that the sky is not the limit—only the starting point. You will be at the forefront of innovation, optimization, and transformation. This role is what you make it. You will have the freedom to redefine processes, introduce game-changing technologies, and elevate operational efficiency to new heights. Your ability to think outside the box and push boundaries will directly impact the success of a large-scale Oracle-based federal IT environment. But leadership isn’t just about driving innovation—it’s about inspiring and developing the next wave of IT leaders. You will have the opportunity to coach, mentor, and foster a culture of excellence and continuous learning. If you’re looking for an opportunity to bring your vision to life, lead groundbreaking initiatives, and leave a lasting legacy in IT operations, this is the role for you.

Your Mission & Impact:

Drive Innovation – Transform IT operations by leveraging cutting-edge technologies and forward-thinking strategies.
Define the Playbook – Establish and optimize incident, problem, change, release, configuration, and escalation management processes.
Lead the Full Spectrum of Operations – Oversee Tiers 1, 2, and 3 IT service management, ensuring seamless delivery and rapid issue resolution.
Redefine Tier 1 Operations with AI – Implement AI-driven automation to create a smarter, more proactive approach to service management.
Harness the Power of ServiceNow – Configure and optimize ServiceNow for ITSM, creating smarter, more efficient workflows.
Proactively Prevent Issues – Implement ticket prevention and trend analysis strategies to move IT operations from reactive to proactive.
Mentor & Develop Future Leaders – Coach, inspire, and build a strong pipeline of future IT leaders, fostering a high-performance culture.
Set the Standard – Develop and enforce SOPs, SLAs, and weekly operations reporting to ensure operational excellence.
Make an Impact at the Federal Level – Work with government stakeholders to ensure compliance while driving meaningful improvements in IT operations.

Here’s What You Need:

8 years of experience in IT operations within a federal environment.
5 years as a Lead Release Manager overseeing enterprise-scale IT services.
Expertise in Oracle environments, Sunflower, and ITIL-based ITSM processes.
Experience in configuring and optimizing ServiceNow for IT service management.
Strong background in ticket prevention and trend analysis, ensuring operational efficiency.
A visionary mindset, with a passion for continuous improvement and innovation.
A proven track record in coaching, mentoring, and developing IT talent.
The ability to think beyond constraints and create solutions that don’t just solve today’s challenges but anticipate tomorrow’s needs.

Bonus Points If You Have:

PMP, ITIL certifications

Eligibility Requirements:

US - Person

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland is:

$106,300—$221,100 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

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ITSM Lead

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