Senior ServiceNow Leader, Managed Services

EY

Hoboken (NJ)

Remote

USD 182,000 - 393,000

Full time

6 hours ago

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Job summary

EY is seeking a Senior Manager in Technology Consulting – Managed Services focused on ServiceNow and Service Management to lead enterprise-wide transformations. You will manage service delivery, drive platform innovation, and oversee ITSM, ITOM, HRSD, and other modules, ensuring alignment with client expectations.

The role requires extensive ServiceNow experience, ITIL/DevOps/Agile expertise, and the ability to lead cross-functional teams across geographies.

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.