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
• 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

Qualifications

• Excellent consulting and interpersonal skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
• Ability to effectively develop presentations, functional and technical roadmaps as well as present ideas and proposals to all levels of management and technical expertise
• Experience with 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%)

Skills

• Ability to drive and support sales activities along-side EY pursuit teams demonstrating how EY's services can solve a clients business challenges
• 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
• 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
• Ability to manage 2-3 engagements and mentor multi-disciplinary teams of 10+ resources including offshore resources (e.g., consultants, developers, and testers)
• Ability to build and foster client relationships and demonstrate the value of EY services
• Excellent business acumen with the 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), including how specific business objectives can be met through process and technology transformation
• Ability to 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
• 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
• Ability to create high-quality deliverables and project artifacts

Benefits

Comprehensive compensation and benefits package including medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.

Pay

$171,600 to $392,100 (base salary range for all geographic locations in the US) or $205,900 to $445,700 (base salary range for New York City Metro Area, Washington State and California (excluding Sacramento))

Schedule

Hybrid model with most people in external, client serving roles expected to work together in person 40-60% of the time over the course of an engagement, project or year.