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

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

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.

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

Required:

• 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

At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. 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. The base salary range for this job in all geographic locations in the US is $151,500 to $346,000. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $181,800 to $393,200. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.

Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client-serving roles to work together in person 40-60% of the time over the course of an engagement, project or year. Under our flexible vacation policy, you'll decide how much vacation time you need based on your own personal circumstances. You'll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today. EY accepts applications for this position on an ongoing 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 is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY's Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.