ServiceNow -Enterprise Service Management; ESM Manager - Tech Consulting

Position: ServiceNow -Enterprise Service Management (ESM) Manager - Tech Consulting - Open Location

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

Ranked as a leader in technology consulting, the Service Now Consulting Manager will drive transformation initiatives, leading teams and building new client relationships across a rapidly growing area of the business. The role is client‑visible and offers the chance to grow consulting and team leadership skills.

The opportunity

You will lead Service Now Transformation teams, motivate and develop your team, establish and maintain client relationships, and interact with business stakeholders to evaluate models, processes, and operations. Your responsibilities include gathering, analyzing, and translating business requirements into technical specifications and ensuring solutions meet the needs of clients.

Your

Key Responsibilities

• Act as a workstream lead across all aspects of Service Now ESM/GBS engagements, including design, configuration/development, testing, and deployment.
• Mentor and manage a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers, and testers.
• Build and foster client relationships and demonstrate EY’s value.
• Provide guidance and industry leading practice expertise for process implementations.
• Analyze an organization’s ESM/GBS people, process, and technology and contribute insights to strategic roadmaps.
• Facilitate client workshops and process sessions, supporting waterfall and agile delivery models.
• Support pre‑sales efforts, including proposals and estimates.
• Create high quality deliverables and project artifacts.
• Travel as needed to meet client requirements.

Skills And Attributes For Success

• Excellent verbal and written executive communication.
• Strong business acumen, problem‑solving, and conflict‑resolution skills.
• Ability to analyze complex business needs and recommend solutions.
• Experience leading teams and supervising others.
• Ability to support pre‑sales and create proposals.

To qualify for the role, you must have

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or related field.
• 4–6 years of Service Now project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of two of the following Service Now certifications:
  Implementation Specialist – HR Service Delivery, Customer Service Management, or Field Service Management.
• Great soft‑skills: executive communication, adaptability, teamwork, and organization.
• 5+ years of Big‑4 or equivalent consulting experience.
• Experience leading and supervising teams.
• Valid U.S. driver’s license.
• Willingness to travel for client needs.

Ideally, you’ll also have

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Experience with Service Now AI solutions (Now Assist, Agentic, AI Control Tower).
• Performance analytics and reporting experience.

What We Look For

Proactive, adaptable leaders who thrive in collaborative environments and are passionate about delivering exceptional results for clients.

What We Offer You

• A comprehensive compensation and benefits package, with a base salary ranging from $142,600 to $261,500 in the U.S.
• A flexible hybrid work model with 40–60% in‑person client work.
• A flexible vacation policy and generous leave options.

Are you ready to shape your future with confidence? Apply today.

EY accepts applications for this position on an on‑going basis.

Equal Employment Opportunity

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. EY is committed to providing reasonable accommodations for qualified individuals with disabilities.

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