ServiceNow ITSM Manager — Remote/Hybrid Leadership

EY; Charlotte (NC); Hybrid; USD 143,000 - 262,000; Full time

Benefits offered by this job

Hybrid work model

Flexible vacation policy

Job summary

EY seeks a ServiceNow Consulting Manager to lead transformation programs, drive ITSM improvement, and shape client outcomes. You will guide multi-disciplinary teams, translate business needs into technical solutions, and contribute to pre‑sales efforts.

Travel to meet client needs is expected, with a team‑oriented, growth‑focused environment. This role emphasizes leadership in ServiceNow ITSM, AI capabilities, and strong stakeholder management within EY’s hybrid work model.

Qualifications

• Lead workstreams for ServiceNow ITSM project delivery (design, configuration, testing, deployment)
• Mentor a multi-disciplinary team of 5–10+ resources including offshore
• Build and foster client relationships and demonstrate EY services
• Provide guidance for ServiceNow ITSM process implementations and AI-enabled transformations
• Translate AI capabilities into measurable business outcomes
• Experience with waterfall and agile delivery models; manage planning, budgets, risks
• Support pre-sales activities including proposals and estimates

Responsibilities

• Lead workstream delivery across all project phases
• Manage and mentor cross‑functional teams
• Engage with clients to define requirements and deliver solutions

Skills

Engagement lead

Team mentoring

Client relationships

Business acumen

AI-enabled ITSM

ServiceNow ITSM

Agile & Waterfall

Pre-sales support

Deliverables

CMDB ITOM

Now Assist

AI capabilities

Education

Bachelor's degree in CS/IS/Engineering

CSA or CAD certification

ITSM Certification

Tools

ServiceNow

Job description

EY seeks a ServiceNow Consulting Manager to lead transformation programs, drive ITSM improvement, and shape client outcomes. You will guide multi-disciplinary teams, translate business needs into technical solutions, and contribute to pre‑sales efforts.

Travel to meet client needs is expected, with a team‑oriented, growth‑focused environment. This role emphasizes leadership in ServiceNow ITSM, AI capabilities, and strong stakeholder management within EY’s hybrid work model.