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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.

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