IT Service Management Presales Solutions Architect

Join Us at Navisite

Navisite, part of Accenture, is a trusted partner in digital transformation for both growing and established global brands. We offer tailored solutions, global capabilities, and a focus on the needs of mid-market and small enterprise clients. Specializing in digital transformation and managed services, our team has expertise in cloud, infrastructure, and application services to strengthen the digital core for our clients. With a diverse background in multiple cloud providers, enterprise applications, and digital technologies, we serve industries such as health, life sciences, technology, consumer goods, and retail. Our commitment to customer‑centric solutions enables us to assist clients in modernizing and enhancing their agility, resilience, and scalability. Since our integration into Accenture in January 2024, our global team of over 1,400 members is more empowered than ever to help customers navigate their IT modernization journeys for the AI era.

About You

You are an experienced Solutions Architect with extensive knowledge of Service Desk operations and IT Service Management (ITSM) solutions.

You thrive in engaging prospective clients during the presales cycle and collaborate effectively with sales teams to devise, present, and articulate compelling technical solutions that address automation, IT service management, and operational transformation.

Your understanding of modern Service Desk operations—including SLA compliance, incident workflows, automation, shift‑left strategies, knowledge management, agent experience, and omnichannel support—enables you to create scalable solutions that meet client needs.

You are skilled at developing solution architecture, collaborating with clients, and delivering engaging live demonstrations of ITSM and its related modules.

Responsibilities

Your main focus is to act as a Solution Architect, working on opportunities of all sizes related to Application Managed Services and Professional Services for Enterprise IT systems, particularly in Service Desk/ITSM operations and transformation.

Key aspects of your role include:

• Designing solutions based on your deep experience in ITSM workflows and Service Desk operations.
• Co‑creating solutions with clients while advising on best practices, demonstrating platform capabilities, and developing proposals that promote efficient, automated, ITIL‑aligned service delivery.
• Leading the design and implementation scope of ITSM solutions during the presales cycle.
• Architecting solutions that encompass all major ITSM modules: Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, and Service Portal, along with Discovery, Service Mapping, Workflow/Flow Designer, and Automation Engine.
• Establishing managed‑services and professional‑services delivery models that cater to client‑specific needs.

Demonstrating ITSM & Service Desk Capabilities:

• Delivering technical presentations, live demos, and proof‑of‑concepts that showcase ITSM and Service Desk best practices.
• Building and maintaining demo environments that illustrate automation, SLA tracking, workflow optimization, reporting, dashboards, and integrations.
• Customizing demos for various Service Desk personas (agents, managers, executives) to showcase measurable value.

Architecting ITIL‑Aligned Solutions:

• Conducting thorough analyses of customer environments, ITSM workflows, Service Desk maturity, and operational challenges.
• Providing expert insights into ITIL‑aligned Service Desk processes, including incident triage, problem root cause analysis, change enablement, request fulfillment, and knowledge management.
• Recommending modernization strategies such as AIOps, virtual agents, automation, shift‑left, and self‑service experiences.

Engaging with Senior Stakeholders:

• Leading solution discussions with leadership from operating groups, sales executives, CIO organizations, Service Desk leaders, and functional managers.
• Effectively communicating architectural decisions, integration patterns, and delivery rationale with a focus on business value.

Governance and Risk Alignment:

• Driving Technology Delivery sign‑off to ensure alignment with business goals, risks, pricing, SLAs, and delivery viability.
• Promoting standards by coordinating with Legal, Commercial, and Corporate Development Transaction Services.
• Providing input or taking responsibility for contractual terms, operational commitments, and service definitions.

Collaborative Efforts:

• Working closely with sales teams, product specialists, and delivery organizations to validate solution architectures.
• Supporting proposal development with technical architecture documents, solution descriptions, delivery models, cost‑benefit analyses, and SOW inputs.

Post‑Sale Support:

• Assisting Technology leadership in identifying delivery Points of Contact.
• Leading early deal stabilization activities for a smooth transition from presales to delivery.

Travel requirements might vary from 0% to 100% depending on deal stage, client discussions, and business needs.

Qualifications

• A minimum of 8 years in a technology environment (outsourcing, managed services, or systems integration preferred).
• A minimum of 5 years of hands‑on technical experience with Service Desk/ITSM and a deep understanding of Service Desk processes and operations.
• A minimum of 5 years in solution planning, deal shaping, or presales architecture.
• A Bachelor's degree or equivalent (12 years of related work experience). If an Associate's Degree, a minimum of 6 years of related experience is required.

Compensation

Compensation at Accenture varies based on numerous factors such as office location, role, skill set, and experience level. For this position, the anticipated salary range is:

• California: $73,800 to $218,800
• Cleveland: $68,300 to $175,000
• Colorado: $73,800 to $189,000
• District of Columbia: $78,500 to $201,300
• Illinois: $68,300 to $189,000
• Maryland: $73,800 to $189,000
• Massachusetts: $73,800 to $201,300
• Minnesota: $73,800 to $189,000
• New York: $68,300 to $218,800
• New Jersey: $78,500 to $218,800
• Washington: $80,200 to $201,300

Equal Employment Opportunity

Accenture is committed to providing equal employment opportunities. We believe diversity fuels innovation and drives our competitiveness in the market. All employment decisions are based on merit, without regard to age, race, religion, sex, national origin, disability status, sexual orientation, gender identity, or any other basis protected by law.

For more details, please refer to our Equal Employment Opportunity Statement.

If you are considering a position at Accenture and require any accommodations due to a disability or for reasons of religious observance, please reach out to us.