ServiceNow - Enterprise Service Mgmt Transformation - Senior Manager - Tech Cons - Open Location

About the role

As a ServiceNow Consulting Senior Manager at EY, you will lead ServiceNow Transformation teams in a rapidly growing area of the business. You will have the opportunity to lead and develop strategies for ServiceNow enabled transformations, working with senior client executives on developing a business case, transformation roadmap, detailed plans and solution architectures. You will also have the opportunity to grow your consulting, technical and team leadership skills, as well as build relationships and obtain experiences that will define your career.

Responsibilities

• Lead engagement delivery and manage client relationships on a daily basis.
• Accountable for program/project management, ensuring that all objectives are met.
• Develop resource plans and budgets for engagements, managing engagement economics effectively.

Requirements

Typically, no less than 5 - 7 years relevant experience in ServiceNow implementation experience, 5 – 7 years of Big 4 or equivalent consulting experience preferably at the Senior Manager or Director level, ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).

Skills and Attributes

• Ability to drive and support sales activities along-side EY pursuit teams demonstrating how EY's services can solve a clients business challenges – this can include but not limited to developing proposals, engagement estimates, and participating in sales presentations.
• Act as an engagement manager across all aspects of ServiceNow ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including but not limited to engagement management, design, configuration/development, testing and deployment phases.
• Manage 2-3 engagements and mentor multi-disciplinary teams of 10+ resources including offshore resources (e.g., consultants, developers, and testers).
• Build and foster client relationships and demonstrate the value of EY services.
• Provide guidance and industry leading practice expertise for ServiceNow service management implementations across business functions (non-IT), including how specific business objectives can be met through process and technology transformation.
• Analyze a company's service management functional capabilities people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
• Strong working knowledge of ServiceNow’s emerging AI capabilities, including Now Assist, AI Agents, agentic workflows, AI Search, intelligent automation, and AI-enabled service delivery.
• Advise clients on practical, value-driven AI use cases across Enterprise Service Management and Global Business Services functions, including HR, customer service, field service, source-to-pay, workplace, legal, and shared services.
• Lead client conversations and workshops that connect ServiceNow AI capabilities to business outcomes, transformation priorities, and measurable value realization.
• Lead client process design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Create high-quality deliverables and project artifacts.

Qualifications

Bachelor’s degree required (4-year degree); Master’s degree preferred. Typically, no less than 5 - 7 years relevant experience in ServiceNow implementation experience, 5 – 7 years of Big 4 or equivalent consulting experience preferably at the Senior Manager or Director level. ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD). Minimum of 2 of the following ServiceNow certifications: ServiceNow Certified Implementation Specialist – HR Service Delivery, ServiceNow Certified Implementation Specialist – Customer Service Management, ServiceNow Certified Implementation Specialist – Field Service Management. Excellent consulting and interpersonal skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization. Strong working knowledge of ServiceNow’s emerging AI capabilities, including Now Assist, AI Agents, agentic workflows, AI Search, intelligent automation, and AI-enabled service delivery. Ability to advise clients on practical, value-driven AI use cases across Enterprise Service Management and Global Business Services functions, including HR, customer service, field service, source-to-pay, workplace, legal, and shared services. Ability to lead client conversations and workshops that connect ServiceNow AI capabilities to business outcomes, transformation priorities, and measurable value realization. Ability to lead client process design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources. Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs. Experience in defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture. Experience leading teams and supervising others. A driver's license valid in the U.S (United States). Ability to travel to meet client needs (up to 60%).

Pay

The base salary range for this job in all geographic locations in the US is $171,600 to $392,100. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $205,900 to $445,700. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.

Schedule

In our team-led and leader-enabled hybrid model, our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.