IT Service Management / Incident Manager Expert

Accenture is seeking an experienced Incident Manager Expert to join our Infrastructure Services organization. This role is focused on operational coordination and governance of Incident Management activities delivered by our technical teams. 

The successful candidate will act as a senior member of the service delivery organization, ensuring efficient management of operational queues, proper ticket assignment, escalation handling, workload balancing, and adherence to agreed service levels.

This role requires strong communication and stakeholder management skills, as well as the ability to coordinate multiple technical teams in a fast-paced operational environment. 

Key Responsibilities:  

• Act as the primary operational coordination point for incident-related activities within the Accenture delivery organization
• Ensure Accenture resolver teams adhere to the client's Incident Management processes, procedures, governance standards, and operational requirements
• Govern and oversee the team's incident queues, ensuring appropriate assignment, prioritization, workload distribution, and timely progression of tickets.  
• Monitor ticket backlog, aging, SLA risks, and operational performance indicators, driving corrective actions where required
• Coordinate and facilitate escalations within the delivery organization to ensure timely engagement of the appropriate technical SMEs and support teams
• Produce regular operational reporting, management summaries, KPI analysis, and service performance insights.  
• Identify operational risks, bottlenecks, recurring challenges, and process improvement opportunities within the delivery organization.  
• Contribute to continual service improvement initiatives focused on operational efficiency, ticket quality, communication standards, and service compliance.  
• Mentor and guide team members on Incident Management best practices, client procedures, and operational excellence expectations.  
• Support onboarding activities and knowledge transfer for new team members joining the service. 

Knowledge and Skills Requirement:  

• Proven experience in Incident Management, Service Operations, IT Service Management, or Infrastructure Operations environments
• Strong understanding of ITIL-based Incident Management processes and operational service delivery principles
• Strong organizational and time management skills with the ability to manage multiple priorities simultaneously
• Excellent verbal and written communication skills with the ability to interact effectively with technical teams, management, and client stakeholders
• Strong analytical skills with experience in service reporting, KPI tracking, and trend analysis.
• Proficiency with ITSM tools such as ServiceNow or similar ticket management platforms
• Fluent English and at least intermediate German language skills

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.

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, sexual orientation, gender identity or expression, 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.