Technology Consulting - Managed Services - ServiceNow & Service Management - Senior Manager

Location:

Anywhere in Country
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Technology Consulting – Managed Services – Service Now & Service Management – Senior Manager As a Senior Manager in EY’s Managed Services team focused on Service Now and Service Management, you will lead strategic engagements that deliver enterprise-wide transformation through Service Now platforms. You will be responsible for managing service delivery, driving platform innovation, and ensuring operational excellence across ITSM, ITOM, HRSD, and other Service Now modules.

This role is ideal for professionals with deep experience in Service Now architecture, service management frameworks, and managed services operations.

Key Responsibilities:

Client Delivery & Engagement Leadership

• Lead the implementation and ongoing management of Service Now 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 Service Now with other enterprise platforms (e.g., CMDB, cloud infrastructure, ERP systems).

Solution Architecture & Platform Management

• Design scalable and secure Service Now architectures tailored to client needs.
• Lead platform upgrades, module deployments, and custom development initiatives.
• Drive automation, AI/ML, and analytics capabilities within Service Now 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 Service Now practice.

Business Development & Practice Growth

• Support go-to-market strategy for Service Now 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.

To qualify for the role, you must have

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 Service Now implementations and operations.
• Strong understanding of ITIL, Dev Ops, and Agile methodologies.
• Experience in managed services or long-term service delivery models.

Ideally, you’ll also have

• Master’s degree or MBA.
• Service Now certifications (e.g., Certified System Administrator, Implementation Specialist, Technical Architect).
• Experience with modules like ITOM, HRSD, Sec Ops, IRM, and CSM.
• Familiarity with cloud platforms (AWS, Azure, GCP) and integration tools (Mule Soft, Dell Boomi).

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