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Federal - IT Service Management Lead

Organization: Accenture Federal Services


Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.


We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So you can deliver what matters most.


Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our 7,200 dedicated colleagues and change makers work with our clients at the heart of the nation’s priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.


The IT Service Management Lead will be responsible for supporting definition, design and implementation of the overall ITSM philosophy for the program. The ITSM Lead will ensure the ITIL process owners are creating attainable processes and are aligned with contract requirements.


Responsibilities include:

• Recommending new IT strategies and procedures through evaluation of team performance and organizational goals.

• Working to help define and develop new service offerings.

• Ensuring SLAs are properly defined, tracked, and met to support our goal of providing exceptional service to our customers.

• Identifying methods to deliver services more efficiently and introduce automation.

• Directing IT staff and supporting recruiting, training, coaching and performance evaluation as needed.