Overview
* Design and uplift enterprise IT Service Management (ITSM) processes across complex client environments.
* Act as a trusted advisor, embedding practical ITIL 4-aligned service management practices that enable reliable operations.
* Work across multi-supplier, cloud, and modern engineering environments (DevOps/SRE).
* Location: Melbourne (primary); Canberra or Sydney (secondary).
* Eligibility: Must have full Australian working rights. Visa sponsorship is not available for this role.
Job Description
The Service Management Consultant / Process Specialist is part of Accenture's Service Management team, responsible for designing, uplifting, and embedding IT Service Management practices across diverse client environments.
This role combines process design, advisory, and hands-on delivery, supporting both transformation initiatives and ongoing operational improvement. The role works closely with client stakeholders, delivery teams, and service providers to establish fit-for-purpose ITSM processes that enable reliable, efficient, and scalable service operations.
The role operates within complex enterprise environments, including multi-supplier, cloud, and platform-based delivery models, ensuring service management practices align with modern engineering approaches such as DevOps and Site Reliability Engineering (SRE).
Key Responsibilities
* Design, document, and pragmatically embed ITSM processes (e.g. Incident, Problem, Change, Event, Request, Knowledge, Configuration) aligned to ITIL 4 principles and client needs.
* Facilitate workshops and stakeholder engagements to gather requirements, align on process design, and drive agreed outcomes.
* Assess current-state service management maturity and define practical, achievable improvement roadmaps.
* Support the implementation and uplift of service management capabilities across both project delivery and BAU environments.
* Ensure ITSM processes integrate effectively with infrastructure, cloud, and platform engineering practices, including DevOps and SRE.
* Collaborate with tooling teams (e.g. ServiceNow or equivalent) to align workflows, data models, and automation with process design.
* Work across complex enterprise and/or multi-supplier environments to ensure consistency, integration, and clear accountability.
* Define and implement governance frameworks, including SLAs, KPIs, and reporting, to support service performance and continual improvement.
* Identify process gaps and operational issues, driving pragmatic resolutions in live environments.
* Develop process documentation, training materials, and knowledge artefacts to support adoption and operational readiness.
* Support service transition, stabilisation, and ongoing optimisation activities.
* Contribute to the development of the broader Service Management capability, including reusable assets, standards, and practices.
Qualifications (Required)
* Bachelor's degree or equivalent qualification.
* ITIL 4 Foundation certification (higher-level certifications preferred).
* Minimum 5 years' experience in IT Service Management, including process design, uplift, and/or operational improvement in enterprise environments.
* Strong understanding of ITIL 4 principles, process governance, and ITSM practices.
* Experience working in complex, multi-supplier and/or large-scale enterprise environments.
* Proven ability to facilitate workshops and translate business needs into practical process outcomes.
* Experience with ITSM tooling platforms (e.g. ServiceNow or equivalent).
* Working knowledge of service management integration with DevOps, SRE, and modern infrastructure or cloud operations.
* Strong communication, stakeholder engagement, and problem-solving skills.
* Ability to operate effectively across both project delivery and BAU environments.
Qualifications (Preferred)
* ITIL 4 Specialist, Managing Professional, Strategic Leader, or Practice Manager certifications.
* SIAM Foundation or Professional certification, or experience in multi-vendor environments.
* ServiceNow certification (CSA and/or implementation) or hands-on design/configuration experience.
* Experience in service management transformation, maturity uplift, or large-scale operational improvement.
* Exposure to cloud platforms (AWS, Azure, Google) and their service management considerations.
* Experience in automation, service optimisation, or AIOps.
* Experience working in regulated or government environments.
* This role is open to Australian Citizens and Permanent Residents only. Candidates must already hold valid Australian work rights.
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