EY
Technology Consulting - Managed Services - ServiceNow & Service Management - Sen
EY, Richmond, Virginia, United States, 23214
Technology Consulting - Managed Services - ServiceNow & Service Management - Senior Manager
EY invites experienced ServiceNow professionals to join the Managed Services team. This role leads strategic engagements, drives platform innovation, and enhances operational excellence across ITSM, ITOM, HRSD, and other ServiceNow modules.
Key Responsibilities
Lead 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 (CMDB, cloud infrastructure, ERP systems).
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.
Manage global delivery teams and offshore resources supporting 24/7 service operations.
Implement governance models, operational playbooks, and continuous improvement frameworks.
Monitor platform performance, incident resolution, and change management processes.
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.
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.
Qualifications
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.
Master’s degree or MBA (ideal).
ServiceNow certifications (e.g., Certified System Administrator, Implementation Specialist, Technical Architect).
Experience with modules such as ITOM, HRSD, SecOps, IRM, and CSM.
Familiarity with cloud platforms (AWS, Azure, GCP) and integration tools (MuleSoft, Dell Boomi).
What We Offer You EY offers a comprehensive compensation and benefits package.
Competitive base salary ranges. Individual salaries determined by education, experience, skills, geography.
Total Rewards includes medical, dental, pension, 401(k), and paid time off options.
Flexible work model: 40‑60% in‑person collaboration for client‑serving roles.
Flexible vacation policy: choose how much time off you need plus EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Professional Services
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.
EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities.
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Key Responsibilities
Lead 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 (CMDB, cloud infrastructure, ERP systems).
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.
Manage global delivery teams and offshore resources supporting 24/7 service operations.
Implement governance models, operational playbooks, and continuous improvement frameworks.
Monitor platform performance, incident resolution, and change management processes.
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.
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.
Qualifications
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.
Master’s degree or MBA (ideal).
ServiceNow certifications (e.g., Certified System Administrator, Implementation Specialist, Technical Architect).
Experience with modules such as ITOM, HRSD, SecOps, IRM, and CSM.
Familiarity with cloud platforms (AWS, Azure, GCP) and integration tools (MuleSoft, Dell Boomi).
What We Offer You EY offers a comprehensive compensation and benefits package.
Competitive base salary ranges. Individual salaries determined by education, experience, skills, geography.
Total Rewards includes medical, dental, pension, 401(k), and paid time off options.
Flexible work model: 40‑60% in‑person collaboration for client‑serving roles.
Flexible vacation policy: choose how much time off you need plus EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Professional Services
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.
EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities.
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