IT Operating & Service Innovation Lead Associate Director

IT Operating & Service Innovation Lead Associate Director

At Accenture Federal Services, nothing matters more than helping the U.S. federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company and part of global Accenture, to do work that matters in a collaborative and caring community, where you feel like you belong and are empowered to grow, learn and thrive through hands‑on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Unleash Your Vision – Define the Future of IT Operations. You will be at the forefront of innovation, optimization, and transformation. This is not just another IT operations role—this is your opportunity to shape the future. We are looking for a visionary leader who thinks beyond traditional IT service management, someone who sees challenges as opportunities and understands that the sky is not the limit—only the starting point.

This role is what you make it. The IT Operating & Service Innovation Lead Associate Director will have the freedom to redefine processes, introduce game‑changing technologies, and elevate operational efficiency to new heights. Your ability to think outside the box and push boundaries will directly impact the success of a large‑scale Oracle‑based federal IT environment. But leadership isn’t just about driving innovation—it’s about inspiring and developing the next wave of IT leaders.

You will have the opportunity to coach, mentor, and foster a culture of excellence and continuous learning. If you’re looking for an opportunity to bring your vision to life, lead groundbreaking initiatives, and leave a lasting legacy in IT operations, this is the role for you.

• Drive Innovation – Transform IT operations by leveraging cutting‑edge technologies and forward‑thinking strategies
• Define the Playbook – Establish and optimize incident, problem, change, release, configuration, and escalation management processes
• Lead the Full Spectrum of Operations – Oversee Tiers 1, 2, and 3 IT service management, ensuring seamless delivery and rapid issue resolution
• Redefine Tier 1 Operations with AI – Implement AI‑driven automation to create a smarter, more proactive approach to service management
• Harness the Power of Service Now – Configure and optimize Service Now for ITSM, creating smarter, more efficient workflows
• Proactively Prevent Issues – Implement ticket prevention and trend analysis strategies to move IT operations from reactive to proactive
• Mentor & Develop Future Leaders – Coach, inspire, and build a strong pipeline of future IT leaders, fostering a high‑performance culture
• Set the Standard – Develop and enforce SOPs, SLAs, and weekly operations reporting to ensure operational excellence
• Make an Impact at the Federal Level – Work with government stakeholders to ensure compliance while driving meaningful improvements in IT operations

• 8+ years of experience in IT operations within a federal environment
• 5+ years as a Lead Release Manager overseeing enterprise‑scale IT services
• Expertise in Oracle environments, Sunflower, and ITIL‑based ITSM processes
• Experience in configuring and optimizing Service Now for IT service management
• Strong background in ticket prevention and trend analysis, ensuring operational efficiency
• A visionary mindset, with a passion for continuous improvement and innovation
• A proven track record in coaching, mentoring, and developing IT talent

• Preferred
  
  Certifications:
  
  PMP, ITIL
• The ability to think beyond constraints and create solutions that don’t just solve today’s challenges but anticipate tomorrow’s needs
• Advanced Degree
• 15+ years of industry experience
• Motivated and proactive, with a desire to understand and address complex areas
• Curiosity for learning about new technology, industry best practices, and areas of…