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

Service Now - Enterprise Service Management Transformation - Senior Manager (Tech Consulting) - Open Location

Location:

Anywhere in Country

EY is all in to shape your future with confidence and help you succeed in a globally connected powerhouse of diverse teams.

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems, and information is vital – but can be a risky investment in such a rapidly changing environment. As a Service Now Consulting Senior Manager you will play a leading role in that mission, providing the competitive edge our clients need to overcome creative and technical challenges.

You will lead Service Now Transformation teams in a rapidly growing area of the business. It is a client‑facing role, in which you will have opportunities to showcase your ability to not only motivate and develop teams but also establish and maintain client relationships. You will build and manage the delivery of technology transformation projects and programs in alignment with our organizational strategy.

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

• Drive and support sales activities alongside EY pursuit teams, developing proposals, estimates, and participating in sales presentations.
• Lead and develop strategies for Service Now‑enabled transformations, working with senior client executives to develop business cases, transformation roadmaps, detailed plans, and solution architectures.
• Act as an engagement manager across all aspects of Service Now ESM/GBS engagements and solution delivery, including design, configuration, testing, and deployment phases.
• 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 with the ability to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now service‑management implementations across business functions (non‑IT).
• Analyze a company’s service‑management functional capabilities and provide recommendations and strategic insights.
• Lead client process design sessions and facilitate requirements workshops with functional or business‑process subject‑matter resources.
• Experience in waterfall and agile delivery models, supporting planning, status reporting, budgets, risk, and issue logs.
• Create high‑quality deliverables and project artifacts.

• Bachelor’s degree required (4‑year);
  Master’s degree preferred.
• 5‑7 years of relevant 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 Service Now 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
• Excellent consulting and interpersonal skills — executive communication, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Ability to develop presentations, roadmaps, and proposals for all levels of management.
• Experience with defining contextual, conceptual, and logical models that align business and technical capabilities.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel up to 60%.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience.
• Experience in Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery.
• Experience with Service Now’s AI solutions (Now Assist, Agentic,…