EY
Technology Consulting - Managed Services - ServiceNow & Service Management - Sen
EY, Grand Rapids, Michigan, us, 49528
Technology Consulting - Managed Services - ServiceNow & Service Management - Senior Manager
Join at EY
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.
Senior Manager Overview 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
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
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
Comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. Base salary ranges…
Flexible hybrid work model: 40‑60% in-person for external, client-serving roles.
Flexible vacation policy: you decide how much vacation time you need, also includes EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence.
Apply Today 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.
EEO Statement EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.
Disability Accommodation 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.
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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.
Senior Manager Overview 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
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
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
Comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. Base salary ranges…
Flexible hybrid work model: 40‑60% in-person for external, client-serving roles.
Flexible vacation policy: you decide how much vacation time you need, also includes EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence.
Apply Today 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.
EEO Statement EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.
Disability Accommodation 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.
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