Service Management Consultant / ITSM Process Specialist

About the Position

Service Management Consultant / ITSM Process Specialist

Service Management Team Lead/Consultant

Job No. R00356767

Location: Melbourne (primary); Canberra or Sydney (secondary)

Eligibility: Must have full Australian working rights. Visa sponsorship is not available for this role.

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Responsibilities

• 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).
• Design, document, and pragmatically embed ITSM processes 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.

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Requirements

• 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.

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Nice to Have

• 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.

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We Offer

• Opportunity to work with a leading global professional services company.
• Be part of a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries.
• A culture of shared success and commitment to creating 360° value.
• Progressive policies supporting flexibility in ‘where’, ‘when’ and ‘how’ our people work.
• Commitment to inclusion and diversity, creating a culture where everyone feels they have equal opportunity.

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About the Company

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