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.
IT Service Management - Senior Consultant
The Opportunity
Join a dynamic team within the Technology Strategy and Transformation group, part of the Technology Consulting practice. This high-profile role offers the chance to leverage your consulting expertise to foster client relationships and drive impactful IT Service Management (ITSM) initiatives.
You will collaborate closely with the EY Technology Strategy and Transformation leadership to enhance our practice in the MENA region. Your responsibilities will include:

• Engaging in EY's Go-To-Market activities
• Designing solutions that align with client needs
• Developing proposals and delivering compelling client presentations
• Overseeing delivery across the full lifecycle of service strategy, design, transition, operations, and continual improvement for organizations across various sectors

Key Responsibilities

• Functional Consulting

• Act as a functional ITSM consultant, advising on best practices and methodologies.
• Guide clients in implementing ITSM processes aligned with ITIL standards and integrated with ITOM and ITAM.
• Conduct maturity assessments (e.g., ITIL 4, COBIT, ISO 20000) and develop improvement backlogs with measurable value streams.
• Provide training and support on ITSM frameworks and recommend improvements aligned with industry standards.
• Governance & Strategy

• Define and operationalize IT governance structures (e.g., CAB/ECAB, Service Governance Board, Architecture Review Board), including RACI models, decision rights, and control libraries aligned to ISO/IEC 38500 and COBIT.
• Lead current-state governance assessments and deliver risk-prioritized, auditable remediation plans.
• Design Target Operating Models (TOM) for ITSM/ESM, covering org design, roles/skills, sourcing, and service ownership.
• Translate business strategy into service management roadmaps and transformation plans (H1/H2/H3), including business cases and value realization tracking.
• Create and maintain service architecture artifacts: service taxonomy, process architecture, CSDM-aligned CMDB models, SLA/OLA frameworks, and integration patterns.
• Practice Development & Client Engagement
• Facilitate client design sessions and requirements workshops with SMEs.
• Offer insights on ITSM tool capabilities (especially ServiceNow) from a functional perspective.
• Monitor and report on ITSM process effectiveness, driving continuous improvement.
• Represent EY in external forums, client meetings, and alliance engagements.
• Mentor junior consultants and contribute to internal capability building.

Qualifications & Skill Sets

• Education & Certifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
• ITIL 4 Foundation certification required; COBIT, TOGAF, and SIAM certifications are a plus.
• ServiceNow certifications (CSA, CIS, CAD) are advantageous, especially for functional roles.

• Experience & Expertise

• 7+ years of ITSM consulting experience, with a strong focus on process design, governance, and maturity assessments.
• Experience in implementing and migrating service management platforms (cloud/on-prem).
• Functional knowledge of ServiceNow modules (ITSM, ITOM, ITAM, EA, GRC, IRM).
• Proven track record in process re-engineering, KPI/OKR design, and benefits realization.

• Soft Skills & Mobility

• Excellent communication and stakeholder management skills.
• Ability to translate complex requirements into actionable strategies.
• Customer-focused mindset with strong relationship-building capabilities.
• Willingness to travel across the MENA region on short notice.

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