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Senior Manager – ITSM
12-15 years of experience
Job Purpose:
EY is looking for inspired, result oriented and quality focused professional with strong consulting and technical skills to support clients in utilizing the international best practices in IT service management based on ITIL framework.
The candidate is responsible for defining, implementing, and continuously improving IT Service Management (ITSM) capabilities leveraging the ServiceNow platform.
The candidate must be able to represent EY to showcase the firm’s strong capability and extensive experience in ITSM and ServiceNow.
The candidate will be expected to effectively leverage the global capabilities and resources of EY, its alliance partners, external technology and digital service providers, vendors and provide best-in-class consulting services on ITSM, COBIT etc., and enable the digital transformation journey of the client.
JOB DESCRIPTION
- Define and lead the ITSM strategy aligned with organizational objectives and digital transformation goals
- Establish governance frameworks based on ITIL best practices
- Drive adoption of standardized service management processes across the enterprise
- Ensure compliance with regulatory, audit, and internal policy requirements
- Own the roadmap, architecture, and capability development of the ServiceNow platform
- Lead design and implementation of ServiceNow modules (Incident, Problem, Change, Request, CMDB, Asset, etc.)
- Ensure platform scalability, integration, and performance optimization
- Govern platform releases, enhancements, and technical debt management
- Oversee day-to-day IT service operations ensuring SLA/OLA adherence
- Drive incident, problem, and change management effectiveness
- Monitor service performance using KPIs and dashboards
- Lead major incident management and service recovery
- Identify and drive automation opportunities using ServiceNow workflows and integrations
- Implement continual service improvement (CSI) frameworks
- Leverage analytics and AI capabilities (e.g., Predictive Intelligence, AIOps) to enhance service delivery
- Promote shift-left strategies and self-service adoption
- Act as the primary liaison between IT, business units, and external partners
- Manage ServiceNow vendors, implementation partners, and support providers
- Communicate service performance and transformation progress to executive stakeholders
- Lead and mentor ITSM and ServiceNow functional and technical teams
- Build capability in ITIL, ServiceNow development, and platform administration
- Define operating model, roles, and responsibilities
- Drive the process transformation to ensure they are fit for purpose & fit for use in a Digital & Cloud enabled environment.
- Develop appropriate IT policies, procedures and practices in relations to governance and planning functions as per the IT governance and delivery standards
- Provide support in monitoring effective implementations of the IT policies and procedures
- Provide necessary awareness for the IT policies and procedures
- Provide expert advice and support to the IT Service Management to deliver services as required and manage the overall IT Plans and budget from planning and governance point of view.
- Interface and communicate with the various onsite and/or offshore stakeholders and coordinators on a regular basis to ensure smooth execution of responsibilities and demonstrate value.
- Timely completion of assigned tasks on time within budget and provide regular status reporting to clients, managers and leadership
Skills and Qualifications
Skills
- Ability to develop and implement process improvement, crossing team and organizational boundaries
- Should have executed end to end ITSM consulting assignment which includes Gap analysis, Process Definition, implementation road map and auditing
- Deep knowledge of ServiceNow platform (ITSM, CMDB, ITOM, ITAM modules)
- Experience with integrations (APIs, middleware) and enterprise architecture
- Strong understanding of cloud and hybrid IT environments
- Proven track record on implementing the Process Modernization roadmap as part of Digital transformation.
- Should have worked on improving process maturity in their previous roles.
- Knowledge on Application and infrastructure Maintenance lifecycle and Transition
- Working knowledge of ITIL guidelines, prior experience of setting robust processes compliant on a ITSM tools
- Hands-on experience refining the Hardware & Software Asset Management & CMDB.
- Experience in working directly with senior stakeholders and drive Org Change Management
- Excellent communication, interpersonal & presentation skills
- Must be a self-starter, proactive and highly organized.
- Ability to work effectively under pressure
Qualifications
- Total relevant work experience of 15 - 18 years and at least 10 years’ experience in ITIL consulting (Process definition and transformation) and 5 + years of ServiceNow implementation and operations.
- ITIL Expert OR ITIL4 Managing Professional - ITIL4 practitioner (Preferred)
- ServiceNow certifications (CSA, CIS-ITSM)
- SIAM Certification and/or equivalent Service Integration methodology (desirable)
- ISO 20000 Implementer / Lead auditor certified (desirable)
- Agile Methodology (desirable)
- Lean / six sigma experience (desirable)
- Knowledge on other related frameworks and standards like DevOps, Agile, ISO 9001, Six Sigma, COBIT, CMMi SVC etc., will be an added advantage
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