EY
Technology Consulting - Managed Services - ServiceNow & Service Management - Sen
EY, San Diego, California, United States, 92189
Overview
Technology Consulting – Managed Services – ServiceNow & Service Management – Senior Manager at EY. Location: Anywhere in Country. At EY, we’re shaping your future with confidence. This role leads strategic engagements that deliver enterprise-wide transformation through ServiceNow platforms, focusing on service delivery, platform innovation, and operational excellence across ITSM, ITOM, HRSD, and other ServiceNow modules. 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 to meet 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; 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 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; 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 and EY’s service management community. Skills & Attributes for Success: Strategic thinking, strong communication and stakeholder management, ability to manage multiple priorities, and 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. Preferred
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
EY develops you with future-focused skills, empowers you in a flexible environment, and supports a diverse and inclusive culture of globally connected teams. Compensation and benefits are competitive and based on performance, with a Total Rewards package including medical and dental coverage, pension and 401(k) plans, and paid time off options. EY supports hybrid work arrangements and offers flexible vacation policies to support well-being. Equal Opportunity
EY is an equal employment opportunity employer. EY provides reasonable accommodation to qualified individuals with disabilities. If you need assistance applying online or need an accommodation during the application process, please contact EY’s Talent Shared Services Team. Note: Applications for this position are accepted on an ongoing basis where applicable.
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Technology Consulting – Managed Services – ServiceNow & Service Management – Senior Manager at EY. Location: Anywhere in Country. At EY, we’re shaping your future with confidence. This role leads strategic engagements that deliver enterprise-wide transformation through ServiceNow platforms, focusing on service delivery, platform innovation, and operational excellence across ITSM, ITOM, HRSD, and other ServiceNow modules. 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 to meet 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; 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 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; 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 and EY’s service management community. Skills & Attributes for Success: Strategic thinking, strong communication and stakeholder management, ability to manage multiple priorities, and 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. Preferred
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
EY develops you with future-focused skills, empowers you in a flexible environment, and supports a diverse and inclusive culture of globally connected teams. Compensation and benefits are competitive and based on performance, with a Total Rewards package including medical and dental coverage, pension and 401(k) plans, and paid time off options. EY supports hybrid work arrangements and offers flexible vacation policies to support well-being. Equal Opportunity
EY is an equal employment opportunity employer. EY provides reasonable accommodation to qualified individuals with disabilities. If you need assistance applying online or need an accommodation during the application process, please contact EY’s Talent Shared Services Team. Note: Applications for this position are accepted on an ongoing basis where applicable.
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