EY
Technology Consulting - Managed Services - ServiceNow & Service Management - Sen
EY, Boston, Massachusetts, us, 02298
Overview
Technology Consulting – Managed Services – ServiceNow & Service Management – Senior Manager 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. Qualifications
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
EY will develop you with future-focused skills and equip you with world-class experiences. We offer a flexible environment with a diverse and inclusive culture of globally connected teams. Learn more. Comprehensive compensation and benefits package with base salary ranges dependent on location; Total Rewards includes medical/dental coverage, pension and 401(k), and paid time off options. Hybrid work model with in-person collaboration expected 40-60% of the time on engagements, projects, or a year. Flexible vacation policy and designated EY holidays; accommodations for personal and family needs as required by law. Are you ready to shape your future with confidence? Apply today. EY is an equal employment opportunity employer. EY focuses on high-ethical standards and integrity among its employees. EY | Building a better working world Location
Location: Anywhere in Country
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Technology Consulting – Managed Services – ServiceNow & Service Management – Senior Manager 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. Qualifications
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
EY will develop you with future-focused skills and equip you with world-class experiences. We offer a flexible environment with a diverse and inclusive culture of globally connected teams. Learn more. Comprehensive compensation and benefits package with base salary ranges dependent on location; Total Rewards includes medical/dental coverage, pension and 401(k), and paid time off options. Hybrid work model with in-person collaboration expected 40-60% of the time on engagements, projects, or a year. Flexible vacation policy and designated EY holidays; accommodations for personal and family needs as required by law. Are you ready to shape your future with confidence? Apply today. EY is an equal employment opportunity employer. EY focuses on high-ethical standards and integrity among its employees. EY | Building a better working world Location
Location: Anywhere in Country
#J-18808-Ljbffr