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Service Now Delivery Lead

Key Responsibilities

• Project Management: Lead Service Now implementation projects, managing scope, Service Now demands tracking, deliverables, budgets, and ensuring client satisfaction.

• Stakeholder Engagement: Collaborate with stakeholders to align solutions with business goals and objectives.

• Solution Oversight: Guide teams through discovery, design, deployment, and ongoing management of Service Now functionalities. (Hands on in Service Now development is preferred). Past Service Now architectural experience is helpful

• Team Leadership: Manage and mentor project teams comprising developers, architects, and consultants.

• Governance and Risk Management: Provide project governance, identify risks, and ensure high-quality delivery aligned with ITIL and Service Management best practices.

• Continuous Improvement: Drive the enhancement of methodology and service offerings based on user feedback and client needs.

Qualifications and Technical Skills:

• Education: A bachelor’s degree in computer science, information technology, or related fields.

• Experience: Typically, 10+ years of hands-on Service Now experience or working in IT service management, including ITIL frameworks.

• Technical Expertise: Hands on in Service Now development, scripting, and tool integrations (e.g., REST/SOAP APIs, ITSM modules like CMDB, Incident, Change Management).

• Experience in one or more Service Now products: CMDB, ITOM, ITSM, GRC

• Experience with CMDB and possess understanding of Common Service Data Model (CSDM) and Service Management concepts

• Drive integrations and process automation using Orchestration, Web Services, Soap calls, etc.

• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources

• Experience in Service Now’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower)

• Certification: Certifications such as Service Now Certified System Administrator or Certified Implementation Specialist.

• Soft Skills: Strong communication, stakeholder management, leadership capabilities, and strategic planning.

This role demands a mixture of technical expertise, client-centric engagement, and leadership to drive innovation and operational efficiency using Service Now solutions.

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.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.