ServiceNow ITSM Transformation Manager (Hybrid)

EY; Des Moines (IA); Hybrid; USD 143,000 - 262,000; Full time

Job summary

EY is seeking a ServiceNow ITSM Transformation Manager to lead delivery of complex initiatives across client environments. You will oversee multi-disciplinary teams, drive architecture decisions, and manage stakeholder relationships in a global consulting setting.

This role requires strong blending of business and technical skills, experience with ITSM processes, AI-enabled services, and proven ability to travel to client sites as needed.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering or related discipline.
• 4–6 years relevant ServiceNow ITSM project experience.
• ServiceNow CSA or CAD certification.
• One of the following: ServiceNow Implementation Specialist - IT Service Management.
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills - executive communication, adaptability, problem solving, teamwork.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S. and ability to travel.

Responsibilities

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading workstreams from planning through execution and closure.

Skills

Engagement lead

Team leadership

Client relationships

Business acumen

ITSM expertise

Business analysis

CMDB ITOM

ServiceNow AI

AI use cases

AI outcomes

Process design

Agile/waterfall

Pre-sales

Deliverables

CMA/CTA

Education

Bachelor's degree in CS/IS/Engineering

CSA or CAD

5+ years consulting experience

Tools

ServiceNow ITSM

ServiceNow AI

Job description

EY is seeking a ServiceNow ITSM Transformation Manager to lead delivery of complex initiatives across client environments. You will oversee multi-disciplinary teams, drive architecture decisions, and manage stakeholder relationships in a global consulting setting.

This role requires strong blending of business and technical skills, experience with ITSM processes, AI-enabled services, and proven ability to travel to client sites as needed.