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Opening paragraph

The EY Global (EYG) ServiceNow Platform is leveraged by over 300K EY employees worldwide with nearly 60 products and 20+ integrations. The CBS ServiceNow Delivery portfolio is seeking an experienced Service Delivery Manager (SDM) who can lead a team of Product Managers, Engineers, Architects and Operations staff in the delivery and support of the ServiceNow Platform and continue to build a strategy for continued growth of ServiceNow across EY.

The opportunity

The Service Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of the technology projects and programs across the ServiceNow landscape. The SDM is responsible for managing a large team of both FTE’s and contractors, delivering IT projects to schedule, budget and quality. The role requires mastery of various delivery approaches including Agile and Waterfall and end to end expertise in the full Software Development Lifecycle. Candidates should excel at team building and mentoring, be experienced in managing large budgets, be excellent communicators, can expertly deal with conflict, manage stakeholders and be great relationship builders.

Your key responsibilities

• The ServiceNow SDM is responsible for the Product Management, Operations, Solution Architecture and Delivery of the EY Global ServiceNow Platform leveraged internally by 300K EY employees globally
• The SDM will manage a team of approximately 28 internal FTEs and 60-80 consultants and contractors for the delivery of projects and programs across the ServiceNow Platform
• The SDM is responsible for developing the strategic vision for ServiceNow, working with business stakeholders on how the platform can be leveraged across the enterprise and putting in place fit for purpose execution and support models to support the vision

• Responsible for the planning and execution of a 13.5M ServiceNow budget which includes headcount, licensing, hosting and project related funding
• SDM is responsible for overall ServiceNow vendor management and execution of the ServiceNow contract.
• Manage stakeholders across the IT Services landscape regarding ServiceNow initiatives, with a particular focus on enhancing existing products, deploying new products and both delivery and operational excellence
• Collaborate on ServiceNow strategy with Directors and other leaders across Enterprise Technology, Client Technology and Technology Consulting.
• Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered by the ServiceNow team across the relevant functional area
• Analyze service performance based on data provided, interpret the data to determine the quality of the service, and validate this against the user perception of the service
• Determine when it is appropriate to escalate, and use judgment and experience to determine the most effective course of action
• Engage and collaborate with the stakeholders across business and IT, using personal experience and judgement to define tailored approaches to dealing with specific stakeholders, setting expectations appropriately and building trust and confidence.
• Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching
• Mentors and counsels staff members
• Ability and flexibility to work in a virtual environment across multiple time zones
• Flexibility to work non-standard hours in supporting global production systems.
• Domestic and international travel may be needed.

Skills and attributes for success

To qualify for the role you must have

• • Engineering or Bachelors degree in related discipline, or equivalent work experience
  • Ability to manage demanding customers and challenging suppliers fairly and effectively
  • Significant experience of developing and managing portfolio plans and planning demand in line with business priorities
  • Direct experience in managing onshore and offshore staff and budgets in excess of $5M.
  • Minimum of 10 years’ experience in consulting or IT implementation experience.
  • Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers
  • Ability to effectively manage priorities and staffing to ensure delivery of highest priority items
  • Ability to communicate effectively across a complex and diverse group of stakeholders

Ideally, you’ll also have

• • Strong negotiation and management skills
  • Background in ServiceNow, how its leveraged to support organizations
  • 10+ years of delivery with the AGILE and Waterfall development methodology
  • An ability to create action plans which are detailed, meaningful and will set expectations appropriately with the business
  • SAFe Agile Certified would be an advantage.
  • Project management certification is preferred (PMI/CAPM or PMP, PRINCE2)
  • Familiarity with ITIL v2 or 3 would be advantageous

What we look for

A collaborative team player, positive attitude, a desire to continuously learn with strong analytical skills who can see and create the big picture by thinking outside of the box to streamline processes and provide thoughtful solution delivery

What working at EY offers (ready to use)

Reward statement plus an outline of the culture and environment in this part of the firm. If not covered elsewhere, this may include language about the interesting, varied and important work; the freedom and autonomy you’ll have in the role; the feedback you will receive that you can learn from to achieve mastery at something; opportunities for personal growth and career advancement; or who and how you will be connected to others.

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