Location: Alpharetta, Dallas

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Service Delivery Center, Platform Manager / Managed Service Delivery Lead – Service Now

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That's why some of the most prestigious businesses worldwide look to us for authoritative, agile and efficient solutions for business decision-making. As our Service Now Platform Manager you'll play a leading role in that mission, providing the competitive edge our customers need to overcome some of the biggest creative and technical challenges around.

You’ll get to work on cutting-edge, disruptive technologies and assist with building and implementing new technology solutions and products to address challenges faced by the banking industry.

The team

Our Service Now Delivery practice helps clients modernize systems, processes, and products to enhance business and customer-facing platforms and services to support high performance in a rapidly changing, competitive environment. The team leverages various Service Now modules, Microservices, Cloud, API Management, and open-source technologies to enable end-to-end automation with safe and sound architecture at optimum cost.

The Service Now Delivery team is changing how clients interact with their customers, employees, and partners. We are modernizing their applications, creating new ones, and driving business efficiency across their ever-changing platform and channel infrastructures. Everything we do centers around this simple story.

What we look for

We seek highly motivated Service Now Platform Managers to successfully manage our client’s Service Now platforms as part of a managed service engagement with a globally diverse dedicated team of industry-experienced resources.

Your key responsibilities

As a Manager in EY’s Managed Services practice, the Service Now Managed Service Delivery Lead is responsible for leading the end-to-end delivery of Service Now-based managed services for a key client. This includes overseeing Service Now platform operations and enhancements across core modules (IT Service Management, HR Service Delivery, and Configuration Management Database) while ensuring high-quality service aligned with EY’s managed services delivery model. The role balances client-facing leadership – acting as the primary point of contact for a client based in Charlotte, NC – with internal team management. This position is remote (with a preference for candidates who can work Eastern Time (ET) business hours) and involves close collaboration with EY’s Global Delivery Services (GDS) team in India to enable seamless 24/7 support for the client. The ideal candidate will combine deep Service Now expertise with strong leadership and communication skills to drive operational excellence, continuous improvement, and exceptional client satisfaction.

Skills and attributes for success

• Service Delivery Leadership: Oversee daily Service Now managed services operations and enhancements for the client, ensuring service levels, SLAs, key performance indicators (KPIs), and EY quality standards are consistently met or exceeded. Monitor platform performance, incident management, request fulfillment, and change management processes to maintain high performance and compliance.

• Client Engagement: Serve as the primary liaison to client stakeholders in Charlotte, NC, building trusted relationships and ensuring that services align with client needs and expectations. Collaborate with the client to define service management strategies, provide regular status updates, and lead discussions on continuous improvement and Service Now roadmap enhancements.

• Technical Oversight: Direct the configuration, maintenance, and optimization of the Service Now platform across key modules – ITSM, HR Service Delivery (HRSD), and CMDB – in line with best practices. Leverage expertise to ensure seamless integration of Service Now with other enterprise systems (e.g., ensuring accurate data in the CMDB and integrating with cloud platforms or ERP systems). Proactively drive platform updates, module deployments, and new features to meet evolving business requirements while maintaining platform stability.

• Quality & Compliance: Implement and enforce EY’s managed services governance standards and ITIL-based processes to ensure consistent, high-quality service delivery. Ensure all service activities adhere to EY’s risk management, security, and compliance requirements, and champion continuous improvement initiatives (e.g., developing operational playbooks, refining workflows) to enhance efficiency and client value.

• Team Leadership: Lead and mentor a cross-functional Service Now delivery team, including onshore consultants and offshore EY GDS India team members, to execute 24/7 Service Now support and enhancements. Provide guidance and technical mentorship to team members, manage resource allocation, and foster a high-performance culture of excellence, collaboration, and innovation.

• Stakeholder Management: Coordinate with internal EY Managed Services leadership and other practices as needed, ensuring effective communication and alignment on deliverables. Manage expectations of both the client and internal stakeholders, promptly address issues or escalations, and maintain client satisfaction through proactive service management.

• Willingness to travel a minimum of 20%.

To qualify for the role, you must have

• Minimum 5 years of demonstrated experience as a Service Now Platform Owner or Platform Administrator.

• 3+ years of Service Now Expertise: Proven expertise in Service Now configuration and administration, particularly in platform features, ITSM, HR Service Delivery (HRSD), and CMDB modules. Familiarity with additional Service Now modules (such as ITOM, CSM, Sec Ops, etc.) is highly valued

• Managed Services & ITIL Knowledge: Experience in a managed services delivery environment or long-term support/outsourcing engagements, with a solid understanding of service delivery SLAs, KPIs, and continuous improvement processes. Strong knowledge of ITIL service management practices (ITIL certification a plus) and experience ensuring operations align with industry best practices.

• Leadership Skills: Demonstrated ability to lead teams and manage service delivery. Experience guiding technical teams, including coordinating with remote/offshore team members (e.g., working with global or offshore teams), to achieve shared goals.

• Client-Facing & Communication Skills: Excellent communication, presentation, and stakeholder management skills, with the ability to interface effectively with senior client leaders and translate business requirements into Service Now solutions. A track record of building strong client relationships and delivering customer satisfaction in a service delivery or consulting role.

• Problem-Solving & Adaptability: Strong analytical and problem-solving mindset, capable of navigating complex technical challenges and driving results in a fast-paced, dynamic environment. Adaptability and the ability to manage multiple priorities, ensuring the team delivers on time and within budget.

• Valid US Passport.

Ideally, you’ll also have

• Certifications: Service Now certifications (e.g., Certified System Administrator, ITSM or HRSD Implementation Specialist, Service Now Certified Application Developer) demonstrating validated expertise. ITIL v4 Foundation or PMP/Agile project management certifications are a plus.

• Additional Service Now Modules: Experience with additional Service Now product lines such as IT Operations Management (ITOM), Customer Service Management (CSM), Security Operations (Sec Ops), IT Asset Management (ITAM), or Governance/Risk/Compliance (IRM/GRC) modules.

• Advanced Education: A master’s degree in a relevant field or an MBA, which can contribute to a deeper understanding of business strategy and management.

• Consulting/Industry Experience: Prior experience in a professional services or consulting firm (especially Big 4) or managing outsourced IT service delivery for enterprise clients. Experience working in a global delivery model or with geographically distributed teams is advantageous.

What We Offer

We offer a competitive compensation package where you will be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you will decide how much vacation time you need based on your circumstances. You will also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. Plus, we offer:

• Continuous learning: You will develop the mindset and skills to navigate whatever comes next.

• Success as defined by you: We will provide the tools and flexibility so you can make a meaningful impact your way.

• Transformative leadership: We will give you the insights, coaching, and confidence to be the leader the world needs.

• Diverse and inclusive culture: We will be embraced for who we are and empowered to use our voices to help others find theirs.

About EY

As a global leader in assurance, tax, transaction, and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities, and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Unsure if you meet all the job description qualifications but are deeply excited about the role? We still encourage you to apply!

Build your legacy with us.

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What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $86,600 to $197,800. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $103,900 to $224,700. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.

• Join us in our team-led and leader-enabled hybrid model. 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.

• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

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

EY accepts applications for this position on an on-going basis.

For those living in California, please click here for additional information.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

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