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

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

Skills and attributes for success

• 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

Pay

$171,600 to $392,100

Schedule

Hybrid model with 40-60% in-person work expected over the course of an engagement, project or year.