IT Service Management – Senior
The opportunity
You'll be part of a tight-knit team in a rapidly growing area of the IT Service Management business. It's a high-profile role, in which you'll have plenty of opportunities to showcase your ability to not only motivate and develop your team but establish and maintain new customer relationships.
You will work closely with the EY Technology Strategy and Transformation leadership to grow the practice in MENA. You will involve, as required, in
- EY's Go-To-Market activities.
- Solutions design.
- Proposal development and client presentations.
- Delivery across the full lifecycle of service strategy, design, transition, operations, and continual improvement, targeting organizations across all domains and sectors.
Key responsibilities
- Act as an ITIL consultant across all aspects of IT Service Management and ServiceNow projects and be part of the solution delivery
- Provide guidance and expertise on IT Service Management (ITSM) process implementation, along with understanding the connectivity to IT Operations Management (ITOM) and IT Asset Management (ITAM) processes.
- Analyze and assess current ITSM processes to identify areas for improvement.
- Develop and implement new ITSM processes adhering to ITIL standards.
- Collaborate with stakeholders to ensure process alignment with business goals.
- Provide guidance and training on ITSM best practices.
- Ensure compliance with industry standards and regulatory requirements.
- Monitor and report on the effectiveness of ITSM processes.
- Facilitate continuous improvement initiatives within ITSM.
- Bring in industry thought leadership, best practices, and engage with EY's alliances with vendors, and other global and local partners of EY and customers
- Provide insights and recommendations on how IT Service Management tools (ServiceNow, JIRA, Manage Engine etc.,) aligns with and can support specific business objectives.
- Experience on leveraging ServiceNow to streamline IT operations and improve service delivery is desirable
- Hands experience in ServiceNow suite implementation– Implementation of any of the two ITAM, ITSM, IRM and HR modules are desirable
- Support client design sessions, facilitating requirements workshops and interacting with functional and/or business process area subject matter resources.
- Actively look for opportunities to build and grow the competency.
- Participate in key external events and meetings — client meetings, presentations, and roundtable etc.
- Work with the MENA leadership team to develop a market execution plan for ITSM offerings.
Qualifications & Skill sets
- A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering, or similar discipline; supported by experience in a similar technical environment.
- ITIL v4 foundation certification or higher
- 5-7 years of ITSM Consulting experience with exposure to ITSM Tool (ServiceNow / JIRA / Manage Engine, BMC Remedy etc.,) design and implementation project experience.
- Experience and knowledge in implementing and migrating service management platforms, on both Cloud and On-premises hosting, and integrating with other enterprise and 3rd party including governmental systems is highly desirable
- Deep knowledge in IT Services functions, and one or more of any other business functions such as HR, Finance, Customer or Risk.
- Experience on process re-engineering and process assessment
- Experience working with clients in MENA region.
- A customer-focused approach to work, and the ability to translate often-complex requirements into decisive digital platform strategies.
- The confidence to build lasting relationships and influence senior colleagues and clients from a wide range of backgrounds.
- Ability to travel to Middle East and North Africa (MENA) to meet client needs on short notice.
