Service Management Manager - Process Design Lead

Position Title: Process Design Lead

 

Reports To: Service Delivery / IT Operations Leadership

 

Direct Reports: ITSM Process Business Analysts

 

Enterprise Process & Service Design

 

• Design, standardize, and mature end-to-end ITIL-aligned ITSM processes (Incident, Problem, Change, Release, Request, and Service Catalogue) to drive operational stability across complex enterprise environments.

• Lead the architecture of enterprise Service Design packages, establishing service acceptance criteria, readiness reviews, and transition frameworks for new and modified applications.

 

CMDB Architecture
 

• Define process governance, data standards, and CI relationship models for the enterprise CMDB to support accurate change impact analysis and automated service mapping.

• Partner with technical engineering, ITOM, and asset management leads to ensure CMDB updates are embedded directly into release pipelines, maintaining configuration integrity.

 

Team Leadership

 

• Directly manage, coach, and mentor a team of ITSM Process Business Analysts, fostering technical growth, process maturity, and analytical rigor across the pod.

• Allocate resources across process improvement streams, ensuring consistent execution of process optimization and ServiceNow capability rollouts.

 

ServiceNow Platform & Continuous Improvement

 

• Drive process automation and workflow optimization within ServiceNow, translating business requirements into scalable, out-of-the-box platform capability.

• Manage multi-vendor and cross-functional operational alignment, establishing OLAs/SLAs to maintain seamless service delivery across matrixed environments.

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 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.

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