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

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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. EY helps prestigious businesses worldwide obtain authoritative, agile, and efficient solutions for business decision‑making. 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 some of the biggest creative and technical challenges around.

In this role, you will build and manage the delivery of technology transformation projects and programs that align with our organizational strategy. You will provide assurance to leadership by managing timelines, costs, and quality, while leading both technical and non‑technical project teams in the development and implementation of technology solutions and infrastructure.

As a Senior Manager, you will play a pivotal role in the effective management and delivery of complex processes, solutions, and projects. You will navigate operational and organizational dynamics while maintaining a strong focus on quality and risk management. This position offers a unique opportunity to develop your leadership skills and expand your professional network.

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

Here, you will serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to transform a client’s enterprise or Global Business Service (GBS) or Enterprise Service Management (ESM) capabilities with Service Now or evaluating how AI can streamline service delivery.

• Ability to drive and support sales activities alongside EY’s pursuit teams demonstrating how EY’s services can solve a client’s business challenges – including developing proposals, engagement estimates, and participating in sales presentations.
• Lead and develop strategies for Service Now enabled transformations, working with senior client executives on developing a business case, transformation roadmap, detailed plans and solution architectures.
• Act as an engagement manager across all aspects of Service Now ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including but not limited to engagement management, design, configuration/development, testing and deployment phases.
• Ability to manage 2-3 engagements and mentor multi‑disciplinary teams of 10+ resources including offshore resources (consultants, developers, testers).
• Ability to 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), including how specific business objectives can be met through process and technology transformation.
• Ability to analyze a company’s service management functional capabilities people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
• Ability to lead client process design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Ability to create high quality deliverables and project artifacts.

• Bachelor’s degree required (4‑year degree);
  Master’s degree preferred.
• Typically, no less…