Technology Consulting - ITSM and ServiceNow - Senior Manager

At EY, were all in to shape your future with confidence. Well 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. 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 firms 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 goalsEstablish governance frameworks based on ITIL best practicesDrive adoption of standardized service management processes across the enterpriseEnsure compliance with regulatory, audit, and internal policy requirementsOwn the roadmap, architecture, and capability development of the ServiceNow platformLead design and implementation of ServiceNow modules (Incident, Problem, Change, Request, CMDB, Asset, etc.)Ensure platform scalability, integration, and performance optimizationGovern platform releases, enhancements, and technical debt managementOversee day-to-day IT service operations ensuring SLA/OLA adherenceDrive incident, problem, and change management effectivenessMonitor service performance using KPIs and dashboardsLead major incident management and service recoveryIdentify and drive automation opportunities using ServiceNow workflows and integrationsImplement continual service improvement (CSI) frameworksLeverage analytics and AI capabilities (e.g., Predictive Intelligence, AIOps) to enhance service deliveryPromote shift-left strategies and self-service adoptionAct as the primary liaison between IT, business units, and external partnersManage ServiceNow vendors, implementation partners, and support providersCommunicate service performance and transformation progress to executive stakeholdersLead and mentor ITSM and ServiceNow functional and technical teamsBuild capability in ITIL, ServiceNow development, and platform administrationDefine operating model, roles, and responsibilitiesDrive 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 standardsProvide support in monitoring effective implementations of the IT policies and proceduresProvide necessary awareness for the IT policies and proceduresProvide 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 Skills and Qualifications Ability to develop and implement process improvement, crossing team and organizational boundariesShould have executed end to end ITSM consulting assignment which includes Gap analysis, Process Definition, implementation road map and auditingDeep knowledge of ServiceNow platform (ITSM, CMDB, ITOM, ITAM modules)Experience with integrations (APIs, middleware) and enterprise architectureStrong understanding of cloud and hybrid IT environmentsProven 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 TransitionWorking knowledge of ITIL guidelines, prior experience of setting robust processes compliant on a ITSM toolsHands-on experience refining the Hardware & Software Asset Management & CMDB.Experience in working directly with senior stakeholders and drive Org Change ManagementExcellent communication, interpersonal & presentation skillsMust 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 .