IT Service Management Representative
Accenture
5 - 10 years
Bengaluru
Posted: 11/10/2025
Job Description
Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills : Incident Management
Good to have skills : Problem Management
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
1) Summary We are seeking an accomplished Service Management & Reporting professional to lead ITIL-driven processes and deliver advanced analytics and reporting solutions. This role is accountable for Major Incident Management, Change Advisory Board (CAB) governance, and service reporting using ServiceNow and Microsoft Power Platform (Power BI, Power Automate, Power Apps). The ideal candidate will be a strong communicator and problem solver with the ability to drive operational excellence, audits, analytics, and continuous service improvement across global teams. ________________________________________ 2) Roles & Responsibilities • Oversee Incident, Problem, Change, and Configuration Management processes. • Lead Major Incidents (Sev-1), managing escalations and stakeholder communications. • Chair and govern the Change Advisory Board (CAB) ensuring compliance and risk mitigation. • Design and deliver ServiceNow dashboards and advanced Power BI reports (leveraging DAX, complex measures, and multi-source data). • Produce Service Performance Reports, RCA/MIRs, and audit-ready documentation. • Translate business requirements into scalable automated workflows and analytics using Power BI, Power Automate, and Power Apps. • Monitor SLAs, analyze incident trends, and drive root cause and preventive actions. • Partner with stakeholders to support governance forums, audits, and executive-level reporting. • Mentor and guide offshore teams, acting as SME/backup across critical service domains. ________________________________________ 3) Professional & Technical Skills Must Have: • ITIL v4 certification (Foundation/Intermediate). • Proven expertise in Major Incident Management and CAB governance. • Hands-on experience with ServiceNow dashboards & reporting. • Proficiency in Power BI (DAX queries, calculated measures, multi-source modeling). • Working knowledge of Power Automate and Power Apps. • Strong communication, stakeholder management, and problem-solving skills. Good To Have: • Experience in audits, compliance, and governance reporting. • Knowledge of data quality, cleansing, and transformation practices. • Familiarity with analytics frameworks and executive reporting standards. • Experience managing offshore/global delivery teams (for Manager role). ________________________________________ 4) Additional Information • Experience: o Lead: 10–13 years overall, with 6+ years in Service Management & Reporting. o Manager: 13–15 years overall, with 8+ years in leadership/service governance. • Education: 15 years of full-time education required. • Certifications: ITIL v4 (mandatory). Additional certifications in audit, analytics, or governance frameworks (e.g., Six Sigma, COBIT, ISO) are an advantage. • Location: Bangalore / Gurgaon.15 years full time education
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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