ServiceNow - IT Operations Management; ITOM Manager - Tech Consulting

Service Now - IT Operations Management (ITOM) Manager - Tech Consulting - Open Location

Location:

Anywhere in Country

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. EY helps some of the world’s most prestigious businesses thrive through authoritative, agile, and efficient solutions for business decision‑making. As a Service Now Consulting Manager, you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome the biggest creative and technical challenges.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, offering opportunities to showcase your ability to motivate and develop your team, establish and maintain new client relationships, and grow your consulting and leadership skills.

• Lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management.
• Engage regularly with external clients, actively participating in working sessions and leading work streams from planning through execution and closure.
• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria to obtain results.
• Provide direction and feedback to team members, ensuring successful task completion.
• Travel may be required as needed by external clients.

• Act as an engagement or workstream lead across all aspects of a Service Now ITOM/CMDB project and solution delivery including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore resources.
• Build and foster client relationships and demonstrate the value of EY services.
• Exercise excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now ITOM/CMDB process implementations.
• Analyze a company’s people, process, and technology capabilities, provide leading‑practice recommendations and contribute insights to strategic roadmaps.
• Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Experience in waterfall and agile delivery models, supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
• Support pre‑sales efforts including creating proposals and estimates.
• Create high‑quality deliverables and project artifacts.
• Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower) is a plus.

• Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• 4–6 years of relevant Service Now ITOM/CMDB project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of two of the following Service Now certifications:
• Service Now Certified Implementation Specialist – Data Foundations
• Service Now Certified Implementation Specialist – Discovery Service Now  Certified Implementation Specialist – Event Management
• Service Now Certified Implementation Specialist – Service Mapping
• 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.
• Valid U.S. driver’s license.
• Ability to travel to meet client needs.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Service Now Certified Implementation Specialist – ITSM, HAM, or SAM.
• Performance analytics and reporting experience.

• Competitive compensation and benefits package. Base salary ranges from $142,600 to $261,500 nationwide, with adjusted ranges for major metros.
• Medical, dental, pension and 401(k) plans, and a wide range of paid time off.
• Flexible hybrid work model – most client roles work together in person 40–60 % of the time.
• Flexible vacation policy and generous paid holidays.

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.