ServiceNow -Enterprise Service Mgmt Transformation - Senior Manager- Tech Consulting

Service Now - Enterprise Service Mgmt Transformation - Senior Manager – Tech Consulting - Open Location

Join EY as a Senior Manager in Service Now Enterprise Service Management Transformation. The role is client‑facing, leading technical and non‑technical teams to deliver technology transformation projects that align with EY’s strategy. The position is remote‑first with a location of Anywhere in Country.

In the digital economy, EY’s clients need reliable, efficient solutions for business decision‑making. As a Service Now Consulting Senior Manager you will help organisations upgrade outdated processes, systems and information, mitigating risks while delivering value.

• Lead engagement delivery and manage client relationships on a daily basis.
• Accountable for program/project management, ensuring that all objectives are met.
• Develop resource plans and budgets for engagements, managing engagement economics effectively.
• Serve as the Engagement Manager for all Service Now ESM/GBS functions, overseeing design, configuration, testing and deployment phases.
• Manage 2–3 engagements simultaneously, mentoring multi‑disciplinary teams of 10+ resources.
• Provide guidance on Service Now best practices and participate in sales activities with EY pursuit teams.
• Lead client process design sessions and facilitate requirements workshops.

• Drive and support sales activities, including proposals, estimates and presentations.
• Develop strategies for Service Now‑enabled transformations and business cases.
• Excellent business acumen, fact‑based decision making and conflict resolution.
• Guidance on industry‑leading practices for Service Now service‑management implementations.
• Experience with waterfall and agile delivery models, including planning, status reporting, budgets and risk logs.
• Strong consulting, interpersonal and executive communication skills.
• Ability to travel up to 60% to meet client needs.

• Bachelor’s degree required;
  Master’s degree preferred.
• 5–7 years of Service Now implementation experience.
• 5–7 years of Big‑4 or equivalent consulting experience at Senior Manager or Director level.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of two of the following certifications:
  • Service Now Certified Implementation Specialist – HR Service Delivery
  • Service Now Certified Implementation Specialist – Customer Service Management
  • Service Now Certified Implementation Specialist – Field Service Management
• Ability to develop presentations, roadmaps and proposals to all levels of management.
• Valid U.S. driver’s license with the ability to travel to client sites.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience; certifications are a plus.
• Experience with Source‑to‑Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery.
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

• Competitive compensation package: $171,600 to $392,100 base salary in the U.S., with additional ranges for major metro areas.
• Medical, dental, pension and 401(k) plans, wide range of paid time off.
• Hybrid working model: 40–60% on‑site required depending on engagement.
• Flexible vacation policy and EY Paid Holidays.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, genetic information, national origin, protected veteran status, disability status or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities.

If you have a disability and need assistance applying online or require an accommodation during the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at

Are you ready to shape your future with confidence? Apply today. EY accepts applications for this position on an ongoing basis.