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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 firm’s robust 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 goals Establish governance frameworks based on ITIL best practices Drive adoption of standardized service management processes across the enterprise Ensure compliance with regulatory, audit, and internal policy requirements Own the roadmap, architecture, and capability development of the ServiceNow platform Lead design and implementation of ServiceNow modules (Incident, Problem, Change, Request, CMDB, Asset, etc.) Ensure platform scalability, integration, and performance optimization Govern platform releases, enhancements, and technical debt management Oversee day-to-day IT service operations ensuring SLA/OLA adherence Drive incident, problem, and change management effectiveness Monitor service performance using KPIs and dashboards Lead maj

📌 Technology Consulting (Kochi)
🏢 EY
📍 Kochi