ServiceNow ITSM Delivery Leader

EY; New York (NY); Hybrid; USD 234,000 - 286,000; Full time

Benefits offered by this job

Hybrid work model

Medical and dental coverage

Pension and 401(k) plans

Paid time off

Job summary

EY is seeking a Manager in Technology Consulting, Platforms, ServiceNow - ITSM to lead client engagements. You will guide ITSM implementation, connect ITSM with ITOM/ITAM, and supervise cross-functional teams across onshore and offshore resources. Expect frequent client workshops and travel.

The role emphasizes leadership, strategic advice, and delivering practical, value-driven solutions to complex IT environments.

Qualifications

• Bachelor’s or Master’s degree in a related field with relevant experience.
• 4+ years of ServiceNow ITSM implementation experience.
• 4+ years of ServiceNow consulting experience for external clients.
• 4 years leading client design sessions and requirements workshops.
• 4 years designing and implementing customized reporting and integrations.
• 2+ years of leading/coaching ServiceNow teams.
• 2+ years integrating ServiceNow with other systems via APIs.
• Experience with waterfall and agile delivery models.

Responsibilities

• Lead ServiceNow project delivery across ITSM, ITOM, and ITAM.
• Facilitate client design sessions and requirements workshops.
• Oversee design, configuration, testing, and reporting components.
• Mentor multi-disciplinary teams including offshore resources.
• Support project management: planning, budgeting, risk, and status reporting.
• Travel up to 80% (20% international) to serve clients.

Skills

ServiceNow ITSM

ITSM implementation

Client leadership

Agile/Scrum

Technical mentoring

Education

Bachelor’s degree in MIS/IS/CS/Engineering/Business/OM

Master’s degree in MIS/IS/CS/Engineering/Business/OM

Tools

ServiceNow

APIs

ITOM

ITAM

Job description

EY is seeking a Manager in Technology Consulting, Platforms, ServiceNow - ITSM to lead client engagements. You will guide ITSM implementation, connect ITSM with ITOM/ITAM, and supervise cross-functional teams across onshore and offshore resources. Expect frequent client workshops and travel.

The role emphasizes leadership, strategic advice, and delivering practical, value-driven solutions to complex IT environments.