EY
Technology Consulting - Managed Services - ServiceNow & Service Management - Sen
EY, Hoboken, New Jersey, us, 07030
Overview
Technology Consulting – Managed Services – ServiceNow & Service Management – Senior Manager. Location: Anywhere in Country. At EY, we’re all in to shape your future with confidence. 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. 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 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 with base salary ranges and Total Rewards including medical and dental coverage, pension and 401(k) plans, and paid time off options.
Hybrid model expectations: most client-serving roles in person 40-60% of the time over engagements, projects, or year.
Flexible vacation policy and designated leave for holidays and well-being.
Are you ready to shape your future with confidence? Apply today. EY accepts applications on an ongoing basis. For California, additional information is available. EY is an equal employment opportunity employer and commits to reasonable accommodation for qualified individuals with disabilities upon request.
EY | Building a better working world. Enabled by data, AI and advanced technology, EY helps clients shape the future with confidence.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Professional Services
#J-18808-Ljbffr
Technology Consulting – Managed Services – ServiceNow & Service Management – Senior Manager. Location: Anywhere in Country. At EY, we’re all in to shape your future with confidence. 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. 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 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 with base salary ranges and Total Rewards including medical and dental coverage, pension and 401(k) plans, and paid time off options.
Hybrid model expectations: most client-serving roles in person 40-60% of the time over engagements, projects, or year.
Flexible vacation policy and designated leave for holidays and well-being.
Are you ready to shape your future with confidence? Apply today. EY accepts applications on an ongoing basis. For California, additional information is available. EY is an equal employment opportunity employer and commits to reasonable accommodation for qualified individuals with disabilities upon request.
EY | Building a better working world. Enabled by data, AI and advanced technology, EY helps clients shape the future with confidence.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Professional Services
#J-18808-Ljbffr