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 skills.

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 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

• Drive and support sales activities, develop proposals, and participate in sales presentations.
• Develop strategies for ServiceNow enabled transformations, work with senior client executives on business cases, transformation roadmaps, and detailed plans.
• Manage 2-3 engagements and mentor multi-disciplinary teams of 10+ resources, including offshore resources.
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen, make fact-based decisions, and resolve conflicts.
• Provide guidance and industry-leading practice expertise for ServiceNow service management implementations across business functions.
• Ability to analyze company's service management functional 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.