Position Title: Process Design Lead

Reports To: Service Delivery / IT Operations Leadership

Direct Reports: ITSM Process Business Analysts

Enterprise Process & Service Design

- Design, standardize, and mature end-to-end ITIL-aligned ITSM processes (Incident, Problem, Change, Release, Request, and Service Catalogue) to drive operational stability across complex enterprise environments.

- Lead the architecture of enterprise Service Design packages, establishing service acceptance criteria, readiness reviews, and transition frameworks for current and modified applications.

CMDB Architecture

- Define process governance, data standards, and CI relationship models for the enterprise CMDB to support accurate change impact analysis and automated service mapping.

- Partner with technical engineering, ITOM, and asset management leads to ensure CMDB updates are embedded directly into release pipelines,



maintaining configuration integrity.

Team Leadership

- Directly manage, coach, and mentor a team of ITSM Process Business Analysts, fostering technical growth, process maturity, and analytical rigor across the pod.

- Allocate resources across process improvement streams, ensuring consistent execution of process optimization and ServiceNow capability rollouts.

ServiceNow Platform & Continuous Improvement

- Drive process automation and workflow optimization within ServiceNow, translating business requirements into scalable, out-of-the-box platform capability.

- Manage multi-vendor and cross-functional operational alignment, establishing OLAs/SLAs to maintain seamless service delivery across matrixed environments.

📌 Service Management Manager - Process Design Lead (Melbourne)
🏢 Accenture Australia
📍 Melbourne