ServiceNow - IT Operations Management; ITOM Manager - Tech Consulting

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

EY is hiring for the Service Now - IT Operations Management (ITOM) Manager position. The role is open to applicants across the country.

Anywhere in the United States.

In a rapidly growing area of the business, you will lead Service Now Transformation teams. This client‑visible role offers the chance to showcase your ability to motivate and develop your team while building new client relationships. You will grow your consulting and team leadership skills and gain experiences that will define your career.

In this role you will be responsible for identifying and defining user/customer requirements, focusing on developing user interfaces (UI) across mobile, web, and tablet platforms. You will engage in coding, programming, and creating specifications to deliver development services that align with business requirements.

• 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.
• Engage regularly with external clients, actively participating in working sessions and leading work streams from planning through execution and closure.
• 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, including design, configuration/development, testing, and deployment.
• Manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore consultants, developers, and testers.
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
• Guide and provide 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 or business process subject matter experts.
• Experience with waterfall and agile delivery models, including planning, status reporting, budgets, and risk/issue logs.
• Support pre‑sales efforts, including creating proposals and estimates.
• Create high‑quality deliverables and project artifacts.

• Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering, or a related field.
• 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.
• Driver’s license valid in the U.S.
• 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 – certifications are a plus.
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek individuals who are not only technically proficient but also possess emotional agility, digital fluency, and commercial acumen. Top performers demonstrate the ability to build trust and…