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

About the role

Lead ServiceNow Transformation teams in a rapidly growing area of the business. Client-facing role, opportunities to showcase leadership and client relationship-building.

Responsibilities

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

Requirements

• Bachelor’s degree required (Master’s degree preferred)
• No less than 5 - 7 years relevant experience in ServiceNow implementation experience
• Big 4 or equivalent consulting experience, typically at 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

Skills and attributes for success

• Ability to drive and support sales activities, develop proposals, and participate in sales presentations.
• Lead and develop strategies for ServiceNow enabled transformations, working with senior client executives on business case development, transformation roadmaps, detailed plans, and solution architectures.
• Act as an engagement manager across all aspects of ServiceNow ESM/GBS engagements, including design, configuration/development, testing, and deployment phases.
• Ability to manage 2-3 engagements and mentor multi-disciplinary teams of 10+ resources, including offshore resources.
• Excellent business acumen, ability to make fact-based decisions and resolve conflicts.
• Provide guidance and industry leading practice expertise for ServiceNow service management implementations across business functions (non-IT).
• 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.
• Experience in waterfall and agile delivery models, including supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
• Ability to create high-quality deliverables and project artifacts.