Senior ServiceNow & ITSM Delivery Manager

EY

Cleveland (OH)

Hybrid

USD 152,000 - 346,000

Full time

2 hours ago

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Benefits offered by this job

Hybrid work model

Medical and dental coverage

Pension and 401(k)

Flexible vacation policy

Job summary

EY is seeking a Senior Manager in Technology Consulting to lead ServiceNow-based managed services engagements, driving enterprise-wide transformation and platform innovation. The role emphasizes client delivery, architecture, and cross-functional leadership across global delivery teams.

Ideal candidates have 12+ years in IT service management with 8+ years hands-on ServiceNow experience, and strong ITIL/DevOps/Agile knowledge, including governance and capability building within EY’s ServiceNow

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.

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 (e.g., CMDB, cloud infrastructure, ERP systems).
Lead cross-functional teams including architects, developers, analysts, and service managers.