Technology Consulting - Service Delivery Center - ServiceNow - Manager

Location:

Alpharetta, Dallas

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.

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That's why some of the most prestigious businesses worldwide look to us for authoritative, agile and efficient solutions for business decision-making. As our Service Now Platform Manager you’ll play a leading role in that mission, providing the competitive edge our customers need to overcome the biggest creative and technical challenges.

You’ll get to work on cutting‑edge, disruptive technologies and assist with building and implementing new technology solutions and products to address challenges faced by the banking industry.

Our Service Now Delivery practice helps clients modernize systems, processes, and products to enhance business and customer‑facing platforms and services to support high performance in a rapidly changing, competitive environment. The team leverages various Service Now modules, Microservices, Cloud, API Management, and open‑source technologies to enable end‑to‑end automation with safe and sound architecture at optimum cost.

The Service Now Delivery team is changing how clients interact with their customers, employees, and partners. We are modernizing their applications, creating new ones, and driving business efficiency across their ever‑changing platform and channel infrastructures. Everything we do centers around this simple story.

We seek highly motivated Service Now Platform Managers to successfully manage our client’s Service Now platforms as part of a managed service engagement with a globally diverse dedicated team of industry‑experienced resources.

As a Manager in EY’s Managed Services practice, the Service Now Managed Service Delivery Lead is responsible for leading the end‑to‑end delivery of Service Now‑based managed services for a key client. This includes overseeing Service Now platform operations and enhancements across core modules (IT Service Management, HR Service Delivery, and Configuration Management Database) while ensuring high‑quality service aligned with EY’s managed services delivery model.

The role balances client‑facing leadership – acting as the primary point of contact for a client based in Charlotte, NC – with internal team management. This position is remote (with a preference for candidates who can work Eastern Time (ET) business hours) and involves close collaboration with EY’s Global Delivery Services (GDS) team in India to enable seamless 24/7 support for the client.

The ideal candidate will combine deep Service Now expertise with strong leadership and communication skills to drive operational excellence, continuous improvement, and exceptional client satisfaction.

• Service Delivery Leadership:
  Oversee daily Service Now managed services operations and enhancements for the client, ensuring service levels, SLAs, KPIs, and EY quality standards are consistently met or exceeded. Monitor platform performance, incident management, request fulfillment, and change management processes to maintain high performance and compliance.
• Client Engagement:
  Serve as the primary liaison to client stakeholders in Charlotte, NC, building trusted relationships and ensuring that services align with client needs and expectations. Collaborate with the client to define service management strategies, provide regular status updates, and lead discussions on continuous improvement and Service Now roadmap enhancements.
• Technical Oversight:
  Direct the configuration, maintenance, and optimization of the Service Now platform across key modules – ITSM, HRSD, and CMDB – in line with best practices. Leverage expertise to ensure seamless…