ServiceNow - IT Service Management; ITSM - Manager - Tech Consulting

Service Now - IT Service Management (ITSM) - Manager - Tech Consulting - Open Location

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Service Now Consulting Manager – IT Service Management (ITSM)

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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 a Service Now Consulting Manager you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

The opportunity

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

In this role, you will interact with business stakeholders to evaluate business models, processes, and operations. You will gather, understand, and analyze business requirements, translating them into technical specifications. Additionally, you will analyze newly implemented technology solutions to ensure they meet business requirements and collaborate with technical teams to design and deliver system architecture solutions.

Your Key Responsibilities

As a Manager in Technology Analysis, you will play a pivotal role in managing and delivering complex technical initiatives. You will face challenges that require innovative problem‑solving and analytical skills, providing you with opportunities to grow and learn in a dynamic environment. This role includes regular travel required to meet client needs.

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading work streams from planning through execution and closure.

Skills And Attributes For Success

Here, you’ll serve a wide portfolio of clients – each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers’ ITSM processes (e.g., Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management) or evaluating how AI can streamline delivery. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

• Act as an engagement or workstream lead across all aspects of a Service Now ITSM project and solution delivery, including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 5‑10+ resources including offshore resources (e.g., consultants, developers, and testers).
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations.
• Analyze a company’s people, process, and technology capabilities, provide leading‑practice recommendations and contribute insights to strategic roadmaps.
• Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject…