ServiceNow - IT Operations Management; ITOM Manager - Tech Consulting

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

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Location:

Anywhere in Country

As a Service Now Consulting Manager you’ll drive Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role where you’ll motivate and develop your team, establish new client relationships, and showcase your ability to manage complex projects across multiple platforms.

• 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 for obtaining 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 and solution delivery including design, configuration/development, testing and deployment phases.
• 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.
• 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 – including 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.

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 4‑6 years of relevant Service Now ITOM/CMDB project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 2 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 (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A 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 or HAM or SAM.
• Performance analytics and reporting experience – certifications are a plus.
• Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek individuals who are not only technically proficient but also possess the qualities of emotional agility, digital fluency, and commercial acumen. Top performers demonstrate the ability to build trust and value with clients while leading teams through change and innovation.

• A comprehensive compensation and benefits package. Base salary ranges (USA) $142,600–$261,500; NYC, Washington, California…