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

Service Now - Enterprise Service Management Transformation - Senior Manager, Tech Consulting

Location:

Anywhere in Country

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 Upgrading outdated processes, systems, and information is vital – but can be a risky investment in a rapidly changing environment. Prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision‑making.

You will lead Service Now Transformation teams in a rapidly growing area of the business. This client‑facing role provides opportunities to showcase your ability to motivate and develop teams, establish and maintain client relationships, and build relationships that define your career.

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

• Drive and support sales activities alongside EY pursuit teams, including developing proposals, engagement 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/development, testing, and deployment phases.
• Manage 2‑3 engagements and mentor multidisciplinary teams of 10+ resources, including offshore consultants, developers, and testers.
• Build and foster client relationships and demonstrate the value of EY services.
• Provide business acumen to make fact‑based decisions and resolve conflicts.
• Guide and provide industry‑leading practice expertise for Service Now service‑management implementations across non‑IT business functions.
• Analyze a company’s service‑management functional capabilities (people, process, technology), provide leading‑practice recommendations, and contribute insights to strategic roadmaps.
• Lead client process‑design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Support both waterfall and agile delivery models, including planning, status reporting, budgets, and risk/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, preferably at the 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, organization.
• Ability to develop presentations, functional and technical roadmaps, and present ideas to all levels of management.
• Experience defining conceptual, logical, and contextual models that align business and technical capabilities.
• Experience leading teams and supervising others.
• Valid U.S. driver’s license.
• Ability to travel up to 60% to meet client needs.

• 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 – certifications are a plus.
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

• A comprehensive compensation and benefits package with a base salary range of $171,600 to $392,100 (U.S. locations) and higher ranges for key metros.
• A hybrid working model that supports 40-60% in‑person client engagement.
• Flexible vacation policy, paid holidays, and various leaves of absence.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/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.