EY
Technology Consulting - Managed Services - ServiceNow & Service Management - Sen
EY, Troy, New York, United States
Technology Consulting - Managed Services - ServiceNow & Service Management - Senior Manager
EY is looking for an experienced Senior Manager to lead strategic engagements focused on ServiceNow and Service Management. The role involves managing service delivery, driving platform innovation, and ensuring operational excellence across ITSM, ITOM, HRSD, and other ServiceNow modules.
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 (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 & 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.
Required 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.
Preferred Qualifications
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.
Hybrid working model with flexible attendance expectations.
Paid time off, holidays, and flexible vacation policy.
Opportunities for professional growth, mentorship, and career advancement.
Equal Employment Opportunity EY provides equal employment opportunities and is committed to a diverse and inclusive workplace. For further information, please refer to EY’s EEO statement.
#J-18808-Ljbffr
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 (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 & 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.
Required 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.
Preferred Qualifications
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.
Hybrid working model with flexible attendance expectations.
Paid time off, holidays, and flexible vacation policy.
Opportunities for professional growth, mentorship, and career advancement.
Equal Employment Opportunity EY provides equal employment opportunities and is committed to a diverse and inclusive workplace. For further information, please refer to EY’s EEO statement.
#J-18808-Ljbffr