Senior ServiceNow ITSM Transformation Leader

EY

Seattle (WA)

Hybrid

USD 152,000 - 346,000

Full time

7 hours ago

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Benefits offered by this job

Hybrid work model

Total rewards package

Generous vacation policy

Job summary

EY is seeking a Senior Manager for Technology Consulting – Managed Services focused on ServiceNow and Service Management. You will lead strategic engagements delivering enterprise-wide transformation, overseeing delivery, architecture, and continuous improvement across ITSM, ITOM, HRSD, and other modules.

Ideal candidates have deep ServiceNow expertise, ITIL/DevOps/Agile background, and experience in managed services.

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).
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.