Technology Consulting - Managed Services - Servicenow & Service Management - Senior Manager

Senior Manager – Technology Consulting – Managed Services – ServiceNow & Service Management

At EY, we'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. As a Senior Manager in EY's Managed Services team focused on ServiceNow and Service Management, you will lead strategic engagements that deliver enterprise-wide transformation through ServiceNow platforms. You will be responsible for managing service delivery, driving platform innovation, and ensuring operational excellence across ITSM, ITOM, HRSD, and other ServiceNow modules. This role is ideal for professionals with deep experience in ServiceNow architecture, service management frameworks, and managed services operations.

Key Responsibilities:

Client Delivery & Engagement Leadership:

• Lead the implementation and ongoing management of ServiceNow solutions across ITSM, ITOM, HRSD, and other modules.
• Oversee service delivery operations, ensuring alignment with SLAs, KPIs, and client expectations.
• Collaborate with clients to define service management strategies and transformation roadmaps.
• Ensure seamless integration of ServiceNow with other enterprise platforms (e.g., CMDB, cloud infrastructure, ERP systems).

Solution Architecture & Platform Management:

• Design scalable and secure ServiceNow architectures tailored to client needs.
• Lead platform upgrades, module deployments, and custom development initiatives.
• Drive automation, AI/ML, and analytics capabilities within ServiceNow workflows.
• Ensure compliance with ITIL, ISO, and other service management standards.

Managed Services Operations:

• Manage global delivery teams and offshore resources to support 24/7 service operations.
• Implement governance models, operational playbooks, and continuous improvement frameworks.
• Monitor platform performance, incident resolution, and change management processes.

Team Leadership & Development:

• Lead cross-functional teams including architects, developers, analysts, and service managers.
• Mentor and coach team members, fostering a culture of excellence and innovation.
• Support talent acquisition and capability building across the ServiceNow practice.

Business Development & Practice Growth:

• Support go-to-market strategy for ServiceNow services within EY's Managed Services portfolio.
• Lead proposal development, solutioning, and client presentations.
• Contribute to thought leadership, industry events, and EY's service management community.

Skills and attributes for success:

• Strategic thinking and problem-solving abilities.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities and drive results in a fast-paced environment.
• Passion for service excellence and digital transformation.

To qualify for the role, you must have:

• Bachelor's degree in Computer Science, Information Systems, or related field.
• 12+ years of experience in IT service management and enterprise platform delivery.
• 8+ years of hands-on experience with ServiceNow implementations and operations.
• Strong understanding of ITIL, DevOps, and Agile methodologies.
• Experience in managed services or long-term service delivery models.

Ideally, you'll also have:

• Master's degree or MBA.
• ServiceNow certifications (e.g., Certified System Administrator, Implementation Specialist, Technical Architect).
• Experience with modules like ITOM, HRSD, SecOps, IRM, and CSM.
• Familiarity with cloud platforms (AWS, Azure, GCP) and integration tools (MuleSoft, Dell Boomi).

What we offer you:

• We offer a comprehensive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to the business.
• Join us in our team-led and leader-enabled hybrid model.
• Under our flexible vacation policy, you'll decide how much vacation time you need based on your own personal circumstances.

Are you ready to shape your future with confidence? Apply today. EY accepts applications for this position on an on-going basis. For those living in California, please click here for additional information. EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world