Senior Manager: Enterprise Service Management and ServiceNow

Senior Manager:
Enterprise Service Management and Service Now

Other locations:
Primary Location Only

At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.

Confidence in your impact today. Freedom to build tomorrow.
At EY, you can be sure that you’re making a difference – for your client, for society, for your colleagues and for your own development. At the same time, you’ll have the freedom to work in a way that fits your life. Whether you choose to specialize, broaden your expertise or grow into leadership, you’re in the driver’s seat. Together with ambitious colleagues in an open and trusted culture, you aim for the best every day.

Big on opportunity, friendly in collaboration. EY provides the resources you need to shape your career and make an impact in your field.

Your new job | About your main responsibilities

As a Senior Manager Enterprise Service Management and Service Now, you’ll be part of the Global Business Services (GBS) Transformation Consulting team within Business Consulting.

At EY, you’ll help clients modernize how enterprise services are designed, delivered and experienced across functions. As a Senior Manager Enterprise Service Management (ESM) and Service Now, you will lead Service Now-enabled transformation programs that improve experience, simplify operations, strengthen governance and performance and create measurable value.

• Lead ESM and Service Now transformation engagements from strategy and roadmap through design, implementation, adoption and value realization.
• Advise senior stakeholders on how Service Now can enable service transformation across functions like HR, Finance, Procurement, Customer Service, Field Service, Legal, Workplace, IT, and Global Business Services (GBS), including by leading workshops where to present trends and the “art of the possible”.
• Advise clients to shape ESM operating models, service portfolios and catalogues, case management, knowledge management, workflow orchestration and omnichannel service experiences.
• Lead workshops and translate business priorities into practical roadmaps, solution concepts, governance and steering models and executive-ready deliverables.
• Manage complex programs, including work streams, teams, budgets, timelines, quality, risks and issues.
• Advise on AI-enabled service delivery, including Now Assist, AI agents, AI Search, intelligent automation, agentic workflows, Moveworks/Employee Works and conversational AI integrations.
• Actively manage and expand relationships with Service Now.
• Team with account and solution leaders on go-to-market activities, joint business plan development, client round tables, workshops and thought leadership with Service Now.
• Build and coach high-performing teams and support business development through pursuits, proposals, client events and thought leadership.
• Own and further develop EY’s Enterprise Service Management and Service Now offering in the Netherlands, including, methodologies, assets, thought leadership and market positioning. Build and expand strategic client relationships, identify new opportunities and drive revenue growth across existing and new accounts.

Your new team | About your colleagues and the office

Our GBS Transformation team is dynamic, diverse, and internationally minded. You will join a fast-growing team working at the forefront of enterprise transformation, with direct access to senior clients, strong collaboration across disciplines, and meaningful opportunities to shape propositions, develop talent, and build your market profile.

Your office

Amsterdam
Our Amsterdam office is located at the Zuidas: a bustling area full of companies. In our Cross Towers, we welcome up to 1,500 people every day. For a breathtaking view of the city, head to the 22nd floor. Collaboration takes on a new meaning in our Wavespace, a high-tech environment that connects clients and colleagues virtually across the globe.

Your skills and strengths | About your unique contribution

We are looking for a commercially minded, delivery-focused…