Senior Manager - IT Service Management Lead

Service line - Position Title: TechOps - Senior Manager – Digital Engineering Operations – IT Service Management Lead

At EY, we’re all in to shape your future with confidence.

We’ll 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.

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

As an ITSM Senior Manager in EY GDS Tech Ops practice, you will lead IT service delivery, strategy, and operations, ensuring alignment with business goals by implementing ITIL best practices and robust ITSM tools. You will manage IT Service Management teams, incidents, problems, and changes for large ITO engagements to ensure high service availability, performance, and continuous improvement. You will be responsible for managing client relationships, driving operational excellence, and ensuring service delivery aligns with contractual commitments and EY’s quality standards. This role requires a strong leader with deep experience in IT service management, outsourcing governance, and process transformation.

Your Key Responsibilities

• Define and execute IT service management strategies, drive improvement (CSI) and maintain ITSM maturity levels.
• Manage ITSM processes, including Incident, Problem, Change, Release, Knowledge, and Configuration Management (CMDB).
• Define SLAs/OLAs, monitor performance metrics (MTTR/MTTF/MTTI, CSAT), and provide reports to clients and leadership.
• Drive Major Incident Management processes, facilitate major incident bridges, ensuring effective communication, coordination, and resolution.
• Establish and mature the Problem Management process, focusing on identifying the root cause of recurring incidents and preventing future occurrences.
• Ensure adherence to established change and release management processes, procedures, and standards.
• Develop, implement, and maintain comprehensive ITSM reporting dashboards and metrics.
• Analyze ITSM data (Incidents, Problems, Changes, Service Requests), create actionable insights to identify trends, patterns, and areas for improvement.
• Lead the end-to-end delivery of IT service management processes, adherence to service level agreements (SLAs), key performance indicators (KPIs), and drive continuous improvement initiatives.
• Collaborate with technology teams to ensure seamless service delivery, service improvements, drive adoption and maturity of ITSM processes and ITIL best practices & frameworks.
• Develop and deliver training programs on ITSM processes and tools.
• Foster a culture of service excellence, and continuous learning within the IT department.
• Serve as the primary point of contact for ITO clients, ensuring high levels of satisfaction.
• Drive solution for large ITO or managed services deals, and support business development efforts including proposals, presentations, and client workshops.
• Ensure compliance with contractual obligations and support contract renewals and expansions.
• Identify and mitigate delivery risks, ensuring adherence to EY’s risk management and compliance frameworks.
• Support audits, security assessments, and regulatory compliance efforts.
• Ensure compliance with EY’s risk management and security standards.

Skills and attributes for success

• Proven experience in leading successful ITSM/ServiceNow projects.
• Possess deep expertise in ITSM, ITIL, cloud platforms (AWS, Azure, GCP), and service management tools (e.g., ServiceNow).
• Expertise in ITSM tools such as ServiceNow and monitoring tools.
• Expertise in Change Management, Risk Management, and stakeholder engagement.
• Excellent communication, negotiation, and stakeholder management skills.
• Strong problem-solving and analytical abilities.
• Ability to manage multiple teams, and drive operations maturity across engagement.
• ITIL V3 or V4 Foundation certification (required).

To qualify for the role, you must have

• Bachelor’s or Master’s degree in computer science, Engineering, or related field.
• 15+ years of experience in IT Service Management, and leading large ITO or managed services delivery.
• ITIL V3 or V4 Foundation certification
• Proven experience managing large-scale, multi-tower ITO engagements spanning across diverse technologies and services.

What we look for:

• Enthusiastic learners with a passion for ITSM/ServiceNow projects. Deep expertise in cloud platforms (AWS, Azure, GCP), and service management tools (e.g., ServiceNow).
• Problem solvers with a proactive approach to troubleshooting and optimization.
• Team players who can collaborate effectively in a remote or hybrid work environment.
• Detail-oriented professionals with strong documentation skills.

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.

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

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.

“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.