Job Summary

The Operational Readiness Consultant will lead the delivery of ITSM advisory, transformation, and transition-to-run projects across various client engagements.

This role is crucial for delivering operational excellence and supporting sales efforts, working directly with clients to optimize their IT Service Management processes and tools, including cloud-based solutions, automation, AIOps, and service management platforms like ServiceNow.

The ITSM Manager will also contribute to business development efforts by providing guidance in solution architecture, IT operations, and transformation initiatives.

Key Responsibilities

• Service Delivery : Lead ITSM engagements : Manage projects focused on ITSM process improvement, advisory, and transformation services for clients across industries, ensuring high-quality delivery aligned with ITIL best practices.
• Cloud and IT Operations Management : Implement and optimize cloud-based ITSM tools, leveraging automation and AIOps (Artificial Intelligence for IT Operations) for enhanced operational efficiency.
• Tooling : Lead a team of developers to ensure expected outcomes are delivered on time and budget.
• IT Operations : Collaborate with client IT teams to ensure effective IT operations, focusing on automation, proactive monitoring, and incident / problem management.
• Service Transition : Manage service transition projects, ensuring smooth handover from transformation phases to operational readiness.
• Customer Relationship Management : Build strong client relationships, ensuring effective communication and client satisfaction throughout engagements.
• Sales Support : Pre-Sales and Solution Design : Support business development and sales teams by providing expertise in ITSM solutions during pre-sales activities.

This includes crafting solution proposals, responding to RFPs, and delivering client presentations.

• Advisory Services : Deliver advice to clients on improving their IT Service Management maturity, aligning their IT operations with business objectives.
• Market Trends and Offerings : Stay updated with market trends, new tools, and best practices, advising clients on digital transformation and operational strategies.
• Team Leadership and Development : Lead and mentor junior ITSM consultants, helping them grow their skills in ITSM, ServiceNow, cloud tools, and automation.
• Knowledge Sharing : Create and deliver knowledge management assets such as case studies, white papers, and process documentation to support client engagements and business growth.

Qualifications

• Education : Bachelor's Degree in Information Technology, Computer Science, or related field. Master's degree is preferred.
• Certifications : ITIL (Intermediate / Expert), PMP, Cloud certifications (AWS, Azure, or Google Cloud), ServiceNow Administrator.

Experience

• 6-8 years of experience in IT Service Management, consulting, or IT operations, with significant time in managerial or leadership roles.
• Proven experience in delivering ITSM transformation projects across advisory, transition, and run phases.
• Experience with transformation on ServiceNow or similar platforms including process optimization.
• Knowledge of AIOps, automation tools, cloud-based IT service management solutions and Tech Ops Architecture.
• Hands-on experience with transforming IT operations processes such as incident, problem, event, and change management.
• Experience supporting sales activities, including pre-sales consulting, RFP responses, and developing solution architectures.
• Strong understanding of cloud technologies, such as AWS, Azure, and Google Cloud, and their integration with ITSM capabilities.

Skills

• Excellent client-facing and communication skills with the ability to explain complex technical concepts to non-technical stakeholders.
• Strong project management skills with the ability to handle multiple engagements simultaneously.
• Ability to lead cross-functional teams and drive change with a global delivery team.
• Proficiency in automation, monitoring, and AI-driven operational tools for optimizing service management.

About Accenture

Accenture is a leading global professional services company that helps the world's leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services-creating tangible value at speed and scale.

We are a talent- and innovation-led company with 774,000 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

Our Commitment to Inclusion & Diversity

At Accenture, inclusion and diversity are fundamental to our culture and embedded in our core values. We are committed to creating a workforce where our people can feel comfortable, be themselves and contribute.

Like Canada itself, Accenture employees represent a tremendous variety of cultures, ethnicities, beliefs, backgrounds and languages.

We offer an inclusive environment regardless of personal characteristics such as ethnicity, religion, gender, sexual orientation, gender identity or expression, age or disability.

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