Sarah Mouat
Service Management Portfolio Lead @Accenture
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WORK HISTORY
Service Management Portfolio Lead @Accenture
Newcastle Upon Tyne, GB
Returned to Service Management to lead a portfolio of accounts, overseeing service delivery, performance reporting, and continual improvement. Responsible for maintaining operational excellence across ITIL processes, managing a team of five, and driving data-led improvements through automation and reporting.Key responsibilities & achievements:• Lead Service Management across multiple accounts, covering Incident, Problem, Change, and Request Fulfilment processes.• Manage a team of five, providing regular 1:1s, coaching, and development to build capability and ensure effective service coverage.• Manage charging and forecasting activities to maintain accuracy and control across the portfolio.• Lead internal and external audits, demonstrating excellent audit readiness and achieving strong compliance results.• Develop and maintain Power BI dashboards for monthly reporting, PID account tracking (access management), and continuous improvement monitoring.• Improve and standardise process documentation to strengthen service consistency and operational efficiency.• Drive continuous improvement initiatives within the team, focusing on reducing manual effort, improving accuracy, and enhancing collaboration.• Design and deliver Service Management training sessions for new joiners, graduates, and apprentices to build knowledge and engagement.• Recognised for mentorship and people leadership, supporting colleagues’ development and fostering a positive, collaborative team culture.
EDUCATION
Northumberland College
BTEC Subsidiary Diploma (Level 3), Information Technology
Newcastle College
NVQ Level 2, Business Administration
Key Training Ltd
NVQ Level 3, Business Administration
Derby College
NVQ Level 2, Retail
ABOUT SARAH MOUAT
I’m a Service Management Portfolio Lead with over 10 years of experience at Accenture, passionate about improving services, supporting people, and finding smarter ways to work.I lead a team that delivers across core ITIL processes including Incident, Problem, Change, and Request Fulfilment. We focus on service reliability, continuous improvement, and making sure everything we do adds real value to our clients.What makes me proud is seeing the team thrive. They deliver excellent results and receive brilliant feedback, and we’ve built a culture where recognition goes both ways — we celebrate each other’s wins and always look for ways to improve together.I’m especially interested in simplifying how we work through data and automation. I’ve developed several Power BI solutions and am increasingly exploring what’s possible within the wider Power Platform, turning ideas into tools that make life easier for the team.I’m proud of the continuous service improvements we’ve delivered, the collaboration across our teams, and the positive relationships we’ve built along the way.
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