Technology Consulting - Managed Services - Information Technology Outsourcing (ITO) - Senior Manager

EY; Richmond (VA); Hybrid; USD 120,000 - 150,000; Full time

Job summary

A leading consulting firm is seeking a Senior Manager for its Managed Services practice. You will be responsible for leading large-scale IT outsourcing projects, managing client relationships, and ensuring top-notch service delivery. Ideal candidates should have over 15 years of experience in IT outsourcing with a strong understanding of cloud technologies and service management. This position offers a hybrid work model and a comprehensive benefits package.

Benefits

Comprehensive benefits package

Hybrid work model

Flexible vacation policy

Qualifications

• 15+ years of experience in IT outsourcing, managed services, or IT operations.
• At least 5 years in a senior leadership role.
• Proven experience managing large-scale, multi-tower ITO engagements.

Responsibilities

• Lead the end-to-end delivery of managed IT services.
• Drive innovation and transformation initiatives.
• Manage budgets and profitability of ITO engagements.

Skills

IT outsourcing

Service management

Cloud platforms (AWS, Azure, GCP)

Communication

Stakeholder management

Negotiation

Education

Bachelor’s degree in IT or related field

MBA or relevant Master’s

Tools

ServiceNow

ITIL

Job description

Overview

Technology Consulting – Managed Services – Information Technology Outsourcing (ITO) – Senior Manager at EY. Location: Anywhere in Country.

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

Job Summary

As a Senior Manager in EY’s Managed Services practice, you will lead the delivery and transformation of large-scale Information Technology Outsourcing (ITO) engagements. You will be responsible for managing client relationships, driving operational excellence, and ensuring service delivery aligns with contractual commitments and EY’s quality standards. This role requires a strategic thinker with deep experience in IT service management, outsourcing governance, and digital transformation.

Key Responsibilities

• Client Engagement & Delivery Leadership: Serve as the primary point of contact for ITO clients, ensuring high levels of satisfaction and trust; Lead the end-to-end delivery of managed IT services, including infrastructure, applications, and service desk operations; Oversee service level agreements (SLAs), key performance indicators (KPIs), and continuous improvement initiatives.
• Strategic Planning & Transformation: Drive innovation and transformation initiatives, including cloud migration, automation, and AI-enabled service delivery; Collaborate with clients to align IT services with business objectives and digital strategies.
• Team & Stakeholder Management: Lead cross-functional teams across geographies, ensuring effective collaboration and performance; Mentor and develop junior team members, fostering a culture of excellence and continuous learning.
• Financial & Contract Management: Manage budgets, forecasts, and profitability of ITO engagements; Ensure compliance with contractual obligations and support contract renewals and expansions.
• Risk & Compliance: Identify and mitigate delivery risks, ensuring adherence to EY’s risk management and compliance frameworks; Support audits, security assessments, and regulatory compliance efforts.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field; MBA or relevant Master’s preferred.
• 15+ years of experience in IT outsourcing, managed services, or IT operations, with at least 5 years in a senior leadership role.
• Proven experience managing large-scale, multi-tower ITO engagements.
• Strong understanding of ITIL, cloud platforms (AWS, Azure, GCP), and service management tools (e.g., ServiceNow).
• Excellent communication, negotiation, and stakeholder management skills.
• PMP, ITIL, or similar certifications are a plus.

What We Offer

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

• Comprehensive compensation and benefits package with base salary ranges and total rewards including medical/dental coverage, pension/401(k), and paid time off. Salary ranges vary by location.
• Hybrid work model with most client-serving roles expected to work in person 40-60% of the time.
• Flexible vacation policy and paid holidays, with accommodations for personal/Family care and wellbeing.

Equal Opportunity & Accessibility

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities.

If you need assistance applying online or require an accommodation during the application process, please contact EY’s Talent Shared Services.