ServiceNow ITSM Manager - Remote/Hybrid Leader

EY; Toledo (OH); Hybrid; USD 143,000 - 262,000; 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 ServiceNow Consulting Manager to lead transformation programs, drive ITSM solutions, and build strong client relationships across diverse industries in a hybrid client‑facing role. You will translate business needs into technical architecture and collaborate with multidisciplinary teams to deliver scalable ServiceNow solutions.

You will mentor 5–10+ professionals, balance waterfall and agile delivery, and leverage AI capabilities in ITSM to improve service operations.

Qualifications

• Bachelor's degree in CS/IS/Engineering or similar.
• 4–6 years ServiceNow ITSM project experience.
• CSA or CAD certification.
• One of: ServiceNow Implementation Specialist – IT Service Management.
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – executive communication, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• U.S. driver’s license.
• Ability to travel to meet client needs.

Responsibilities

• Lead workstreams from planning through execution and closure.
• Manage and mentor a multi-disciplinary team (5-10+ resources), including offshore.
• Build client relationships and demonstrate the value of EY services.
• Participate in client sessions and translate business requirements into technical specs.

Skills

Engagement lead

ITSM project delivery

Executive communication

Adaptability

Problem solving

Team leadership

Travel to meet client needs

Waterfall & Agile

Pre-sales support

High-quality deliverables

ServiceNow ITSM

AI in ITSM concepts

Client relationships

Education

Bachelor's degree in Computer Science / Information Systems / Engineering

ServiceNow CSA or CAD certification

ServiceNow Implementation Specialist – IT Service Management

ServiceNow CMA or CTA (preferred)

Tools

ServiceNow ITSM tools

Job description

EY is seeking a ServiceNow Consulting Manager to lead transformation programs, drive ITSM solutions, and build strong client relationships across diverse industries in a hybrid client‑facing role. You will translate business needs into technical architecture and collaborate with multidisciplinary teams to deliver scalable ServiceNow solutions.

You will mentor 5–10+ professionals, balance waterfall and agile delivery, and leverage AI capabilities in ITSM to improve service operations.