At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
IT Service Management (ITSM) Manager
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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 methods for business decision-making. As our ITSM Manager you’ll play a leading role in that mission, providing the competitive edge our customers need to overcome some of the biggest business challenges around.
You’ll be part of a tight-knit team in a growing area of the business. It’s a high-profile role, in which you’ll have plenty of opportunities to showcase your ability to not only coach a team but establish and maintain new customer relationships. As you do, we’ll support you in developing consultancy and analytical skills – along with relationships that could define your long-term career.
Your key responsibilities
Here, you’ll handle a wide portfolio of clients, each with their own backgrounds, strengths and ambitions, so no two days will be the same. That could mean working to improve our clients’ IT Service Management (ITSM) practice from their current state, whatever state and whichever capability that may be. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation. You’ll often work on-site to personally understand and influence our clients – which could require you to be ready for some travel.
Skills and attributes for success
Preparing and managing RFP responses, ITSM marketing material, Point of View (PoV) document, and internal assets (i.e., intellectual capital) to leverage in projects
Acting as an experienced subject matter resource (SMR) across all aspects of ITSM discipline including operational, tactical, and strategic tiers
Conducting ITSM current state assessment, maturity assessment and SWOT (strengths, weaknesses, opportunities, and threats) analysis
Designing and documenting processes, policies, standards, Key Performance Indicators (KPIs), process integrations and controls
Documenting process automation and integration requirements to fulfill business needs
Defining governance structure, roles and responsibilities and required reports/dashboards
Working closely with tools teams (e.g. ServiceNow) to implement processes, controls, dashboard
Providing trusted advice on how ITSM transformation and technology enablement can lead to improved performance, reduce risks, and improve customer experience
To qualify for the role, you must have
Five or more years of ITSM experience as a senior consultant or as a manager
Ability/experience to perform assessment of current state, define target state and prepare roadmap to achieve the target state
Ability to design and implement enablers that satisfy client’s requirements
Advanced knowledge of ITIL best practice
Good understanding of one or more ITSM tools, like ServiceNow, Remedy, etc.
Knowledge of COBIT, ISO, IT4IT, Agile is desired
Ability to learn quickly and work independently
A bachelor's degree, preferably in Information Systems Management, Engineering or similar discipline
ITIL V3/V4 Certification (beyond foundation)
Experience working in a large cross-functional team environment
A customer-focused approach to work, and the ability to translate often-complex requirements into decisive strategies
The confidence to build lasting relationships and influence senior colleagues and clients from a wide range of backgrounds
A flair for identifying and capitalizing on new revenue streams
Analytical and self-starter
What we look for
We’re interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways to nurture growth. You’ll also need excellent communication and negotiation skills, as well as the ability to express big ideas to senior leaders, often without technical backgrounds. If you’re ready to take a leadership role in a team that’s poised to take the industry by storm, this role is for you. You must be willing and able to travel.
What we offer
At EY, our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It's one of the many reasons we repeatedly win awards for being a great place to work.
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:
Support and coaching from some of the most engaging colleagues in the industry
Learning opportunities to develop new skills and progress your career
The freedom and flexibility to handle your role in a way that’s right for you
Diversity and Inclusion at EY
Diversity and inclusiveness are at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. From our actions to combat systemic racism and our advocacy for the LGBT+ community to our innovative Neurodiversity Centre of Excellence and Accessibility initiatives, we welcome and embrace the diverse experiences, abilities, backgrounds and perspectives that make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.
EY Way of Work and your health and safety
EY Way of Work recognizes flexibility in the way we collaborate, innovate and deliver with the ability to work in-person and remotely. To support a healthy and safe in-person working environment, EY has implemented various layers of health and safety controls while working in the office or at client or other locations. A critical component of EY’s workplace safety program includes our COVID-19 vaccination policy which requires all personnel to be fully vaccinated against COVID-19 unless an accommodation based on a reason protected by human rights legislation is provided.
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