ServiceNow - IT Operations Management; ITOM Manager - Tech Consulting

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

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.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role with opportunities to showcase your ability to motivate and develop your team, build 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, participate in working sessions, and lead 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 for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.

• 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.
• Show excellent business acumen, make fact‑based decisions, and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now ITOM/CMDB process implementations and technology transformation.
• Analyze a company’s people, process, and technology capabilities and contribute insights to strategic roadmaps.
• Advise on the connectivity of the CMDB and ITOM to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops.
• Have experience in waterfall and agile delivery models, including planning, status reporting, budgets, and risk and issue logs.
• Support pre‑sales efforts, including proposals and estimates.
• Create high quality deliverables and project artifacts.

• 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, 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 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).

• A comprehensive compensation and benefits package, including medical, dental coverage, pension, 401(k), and a wide range of paid time off.
• Flexible hybrid model with 40‑60% in‑person client interactions.
• Flexible vacation policy, paid holidays, winter/summer breaks, personal/family care, and other leaves of absence.

Are you ready to shape your future with confidence?
Apply today.

EY accepts applications for this position on an ongoing basis.

For those living in California, please  for additional information.

EY focuses on high‑ethical standards…