Job Description

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.
Job Title: IT Service Management (ITSM) Consultant
Job Summary:
We are seeking an IT Service Management (ITSM) Consultant with 4-6 years of experience in IT service management, IT operations, and service transformation initiatives. The role focuses on advisory, process design, and transformation support, helping clients assess, design, and improve ITSM capabilities aligned to ITIL v4, Agile, DevOps, and Cloud operating models.
The ideal candidate is a client-facing consultant with strong analytical and communication skills, capable of translating business and operational needs into effective service management frameworks and measurable improvements.
Key Responsibilities:

• Assess current-state IT Service Management processes, operating models, and toolsets against ITIL v4 best practices and industry benchmarks.
• Design and document target-state ITSM frameworks, including processes, governance, service workflows, and operating models.
• Support the implementation and optimization of core ITIL v4 practices such as Incident, Problem, Change, Request, Service Level, Knowledge, and Continual Improvement.
• Advise clients on aligning ITSM processes with Agile, DevOps, Cloud, and Site Reliability Engineering (SRE) ways of working.
• Facilitate stakeholder workshops and working sessions to gather requirements, validate ITSM designs, and drive alignment across IT and business teams.
• Define service performance metrics including KPIs, SLAs, and XLAs, and support the establishment of service performance reporting and dashboards.
• Support ITSM tool initiatives, including tool assessments, configuration recommendations, and optimization (e.g., ServiceNow or equivalent platforms).
• Identify service improvement opportunities and develop actionable recommendations to enhance service quality, operational efficiency, and customer experience.
• Provide advisory support across ITSM transformation programs, including process standardization, governance setup, and organizational change enablement.
• Contribute to business development activities by supporting proposal development, RFP responses, solution design, and client presentations related to ITSM services.

Qualifications:

• 4-6 years of experience in IT Service Management, IT operations, or service transformation roles.
• Practical experience applying ITIL v4 practices in enterprise environments.
• Experience working in Agile / DevOps delivery models and modern IT operating environments.
• Strong stakeholder management and communication skills, with the ability to engage both technical and business audiences.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

Preferred Certifications:

• ITIL v4 Foundation / Managing Professional / Strategic Leader
• Agile certifications (Scrum Master, SAFe, or equivalent)
• ServiceNow or ITSM tool-related certifications (preferred but not mandatory)

Preferred Skills & Competencies

• Familiarity with leading ITSM tools and platforms (e.g., ServiceNow, BMC, Jira Service Management).
• Understanding of IT governance, risk, security, and compliance considerations within service management.
• Strong analytical and problem-solving capabilities with a structured consulting mindset.
• Ability to work collaboratively in multi-disciplinary, multi-location teams.
• Experience in consulting, advisory, or professional services environments is highly desirable.

EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

Skills Required