ServiceNow - ServiceNow IT Operations Management (ITOM) Manager - Tech Cons - Open Location

About the role

As a ServiceNow Consulting Manager, you'll lead ServiceNow Transformation teams in a rapidly growing area of the business. You'll have opportunities to showcase your ability to motivate and develop your team, establish and maintain new client relationships, and grow your consulting and team leadership skills.

Responsibilities

• 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, actively participating in working sessions and leading workstreams from planning through execution and closure.
• Develop solutions to complex problems, recommend changes to policies and establish 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.

Requirements

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• No less than 4 - 6 years of relevant ServiceNow ITOM/CMDB project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 2 of the following ServiceNow certifications: ServiceNow Certified Implementation Specialist – Data Foundations, ServiceNow Certified Implementation Specialist – Discovery, ServiceNow Certified Implementation Specialist – Event Management, ServiceNow 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.

Qualifications

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• ServiceNow Certified Implementation Specialist – ITSM or HAM or SAM.
• Performance analytics and reporting experience – certifications are a plus.
• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).

Skills

• Act as an engagement or workstream lead across all aspects of a ServiceNow ITOM/CMDB project and solution delivery including but not limited to design, configuration/development, testing and deployment phases.
• Manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers).
• Build and foster client relationships and demonstrate the value of EY services.
• Provide guidance and industry leading practice expertise for ServiceNow ITOM/CMDB process implementations, including how specific business objectives can be met through process and technology transformation.
• 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.
• Apply ServiceNow AI / Now Assist capabilities within ITOM to improve alert triage, root cause analysis, automation, and operational efficiency.
• Advise clients on AI-enabled ITOM use cases, including AIOps, event correlation, anomaly detection, service health, and automated remediation.
• Understand the data and governance foundations required for ITOM AI, including CMDB/CSDM quality, observability data, integrations, and responsible AI adoption.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Support pre-sales efforts including creating proposals and estimates.
• Create high-quality deliverables and project artifacts.

Benefits

Comprehensive compensation and benefits package including medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.

Pay

The base salary range for this job in all geographic locations in the US is $142,600 to $261,500. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $171,200 to $297,200.

Schedule

Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.