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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Modern IT Service Management Manager - **Company:** Accenture - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $94,400.0 - $266,300.0 - **Contract:** Permanent contract - **Skills:** Application Integration Architecture, Configuration Management Databases, DevOps, Servicenow - **Published:** August 24, 2026 - **Apply:** https://dejobs.org/x/x/39D0C76DCC964F2AB790BFD02E1BC180/job/ ## About the Role * Minimum 7+ years of experience in IT service management, service integration, or ITSM platform engineering - with sufficient depth to design SIAM models, configure ITSM tooling, and re-engineer operating models in complex multi-supplier environments * Minimum 7+ years of experience designing or implementing SIAM models - including service integration layer design, supplier governance framework development, and the process and contractual integration between the integrator and tower suppliers * Minimum 5+ years of hands on experience configuring or specifying ITSM platforms - with practical knowledge of at least two major tooling platforms and the ability to design solutions that are not over-engineered around a single vendor's capability model * Minimum 3+ years of ITIL 4 - with the ability to apply its principles practically to process design rather than treat it as a certification to cite; familiarity with where ITIL 4 adapts for DevOps, product, and agile delivery contexts * Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience), * ITIL 4 Managing Professional certification or equivalent - with demonstrable ability to apply the framework practically to process and operating model design rather than as a theoretical reference * SIAM Foundation or Professional certification (e.g., BCS SIAM or Scopism/EXIN); direct experience working on a SIAM program across both design and transition phases is a strong signal for this position * ServiceNow Certified Implementation Specialist (CIS) or equivalent platform certification - treated as a baseline fluency signal rather than the primary qualification for this role * Exposure to DevOps and product delivery models - understanding how ITSM governance intersects with agile and platform engineering practices, and experience designing change and release processes that work for both fast-moving development teams and stable run environments, * SIAM Design & Service Integration Architecture: Sourcing model design (internal, external, hybrid), cross-provider process handoffs (incident, change, escalation), and SIAM-to-tower platform integration (ticket/event federation, CMDB sync). * Platform-Agnostic ITSM Engineering: Platform-neutral process and data modeling, multi-tool fluency (ServiceNow, BMC Helix, JSM, Freshservice), and CMDB CI relationship mapping for authoritative governance. * Process Design & ITSM Governance: ITIL 4 practice architecture with automation touchpoints, multi-provider SLA/OLA/XLA performance frameworks, and cross-supplier KPI reporting dashboards. * Operating Model Transformation: Retained organisation capability design, phased SIAM transition and cutover sequencing, and embedded AI automation within continual service improvement (CSI) loops. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Databases on Kubernetes: Why you should care](https://www.wearedevelopers.com/videos/74-databases-on-kubernetes-why-you-should-care) - [DevOps Maturity Check – a way to balance autonomy and alignment](https://www.wearedevelopers.com/videos/58-devops-maturity-check-a-way-to-balance-autonomy-and-alignment) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts)