Service Management Lead – 5510700

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNEs 100 Best Companies to Work For and Diversity Incs Top 50 Companies For Diversity lists.

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accentures clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address todays biggest business challenges.

You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.

Key Responsibilities:

As the Service Management Lead, you will be responsible for leading the delivery of programs, projects, or managed services. Your day-to-day activities will involve coordinating projects through contract management and shared service coordination. You will also develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda. In this role, you are expected to be an SME, collaborate and manage the team to perform, and be responsible for team decisions. You will engage with multiple teams and contribute to key decisions. Additionally, you will provide solutions to problems for your immediate team and across multiple teams.

The Major Incident Manager/ Incident manager is responsible for the end-to-end management of all IT major incidents and escalated issues. Provide Major incident reporting and work with Problem manager to conduct Root Cause Analysis. Lead, drive and facilitate all Major Incident activities which include conducting MIM calls, ensuring that required stakeholders are added to the bridge calls. Work closely with the problem manager to form collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution. Being accountable for resolving the outage via workaround or permanent fix. Ensuring all administration and reports are maintained and up to date, including contacts information, post major incident reviews. Supporting and nurturing process improvements and knowledge base improvements and responsible for planning and coordinating all the activities required to perform, monitor, and report on the process among multiple vendors.

Roles and responsibilities include, but are not limited to:

Monitor and manage the resolution of major incidents from detection to closure.

Coordinate the activities of IT teams, business units, and external vendors during major incidents.

Provide regular updates to senior management and stakeholders on the status of major incidents.

Conduct post-incident reviews to identify root causes and prevent recurrence.

Develop and maintain major incident management documentation, including incident logs, action plans, and reports.

Identify and implement process improvements to enhance the efficiency and effectiveness of major incident management.

Continually maintain and develop tools and resources to manage major incidents effectively.

Provide periodic major incident metrics reports.

Basic Qualifications:

Minimum 5 years experience with ServiceNow ITSM Incident Management.

Minimum 5 years experience with in Service Integration and Management (SIAM), SLA Management, and ITIL Fundamentals

High School Diploma or GED.

Preferred Qualifications:

Technical certification.

Certifications in Information Technology Infrastructure Library ITIL ITIL certification v3 or 4 is highly preferred.

Bachelor s degree in Computer Science, Information Technology, Business Administration, or a related field.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here. (https://www.accenture.com/us-en/careers/local/benefits)

Role Location

California – $58.65/hour – $68.65/hour

Colorado – $58.65/hour – $68.65/hour

District of Columbia – $58.65/hour – $68.65/hour

Maryland – $58.65/hour – $68.65/hour

New York – $58.65/hour – $68.65/hour

Washington –$58.65/hour – $68.65/hour

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)

Equal Employment Opportunity Statement

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Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .

Requesting An Accommodation

Accenture 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 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 would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or 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 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 Companys legal duty to furnish information.