ServiceNow -Enterprise Service Management; ESM Manager - Tech Consulting

Service Now – Enterprise Service Management (ESM) Manager – Tech Consulting

Location:

Anywhere in the Country. At EY, we shape your future with confidence in a globally connected powerhouse of diverse teams. Join us to build a better working world.

You’ll lead Service Now Transformation teams in a rapidly growing area. This client‑visible role offers opportunities to motivate and develop your team while establishing and maintaining new client relationships. You will interact with business stakeholders to evaluate business models, processes, and operations, translate requirements into technical specifications, and collaborate with technical teams to design and deliver system architecture solutions.

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading work streams from planning through execution and closure.

• Act as a workstream lead across all aspects of Service Now ESM/GBS engagements and solution delivery.
• Manage and mentor a multi‑disciplinary team of 5–10+ offshore and on‑shore resources.
• Build and foster client relationships, demonstrating the value of EY services.
• Excellent business acumen, making fact‑based decisions and resolving conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now ESM/GBS process implementations.
• Analyze a company’s ESM/GBS people, process, and technology capabilities, offering leading practice recommendations.
• Lead client process and design sessions, facilitating requirements workshops with functional and business subject matter resources.
• Experience in waterfall and agile delivery models, supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
• Support pre‑sales efforts, including creating proposals and estimates.
• Create high‑quality deliverables and project artifacts.

• A bachelor's degree in Computer Science, Information Systems Management, Engineering, or similar discipline.
• No less than 4–6 years of relevant Service Now project experience.
• 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 soft skills, including executive communication, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• 5+ years of Big 4 or equivalent consulting experience.
• Experience leading teams and supervising others.
• A valid U.S. driver’s license.
• Ability to travel to meet client needs.

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

We seek individuals who are not only technically proficient but also possess the qualities of a leader. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients.

At EY, we develop you with future‑focused skills and equip you with world‑class experiences. We empower you in a flexible environment and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

• We offer a comprehensive compensation and benefits package. The base salary range for this job in the U.S. is $142,600 to $261,500. Individual salaries are determined through a wide variety of factors including education, experience, and geography. In addition, our…