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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™
- Versatile 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!
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