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Ernst & Young

Global professional services: audit, tax, consulting

Technology Consulting – Senior Manager - Managed Services, Servicenow & Service Management

Implementation & Technical Account ManagementPosted on Nov 13
Full-timeUnited States$151.5k - $393.2k

About the Job

Requirements

  • Bachelor’s degree in Computer Science, Information Systems, or a related field.
  • 12 or more years of experience in IT service management and enterprise platform delivery.
  • 8 or more 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.
  • 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.

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, including CMDB, cloud infrastructure, and 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 to support 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.

Desired Qualifications

  • Master’s degree or MBA.
  • ServiceNow certifications, such as Certified System Administrator, Implementation Specialist, or Technical Architect.
  • Experience with modules such as ITOM, HRSD, SecOps, IRM, and CSM.
  • Familiarity with cloud platforms such as AWS, Azure, and GCP, and integration tools such as MuleSoft and Dell Boomi.

About the Company

Ernst & Young

Global professional services: audit, tax, consulting

EY provides professional services across Assurance, Tax, Consulting, and Strategy & Transactions through member firms coordinated by EY Global. It serves clients in about 150 countries with cross-disciplinary teams delivering audits, tax planning, technology, risk management, and M&A and strategy advisory. Its global, integrated platform and large network differentiate it by offering coordinated services across disciplines. The goal is to help clients meet regulatory requirements, improve governance and performance, and create value.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Boston, MA
Founded
1991

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