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In the digital economy, upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 at EY, you will play a leading role in this mission, providing the competitive edge our clients need to overcome the biggest creative and technical challenges.

You will lead Service Now Transformation teams in a rapidly growing area of the business. This client‑facing role offers opportunities to motivate and develop teams, build and maintain client relationships, and grow your consulting, technical and leadership skills.

• Lead engagement delivery and manage client relationships on a daily basis.
• Accountable for program/project management, ensuring all objectives are met.
• Develop resource plans and budgets for engagements, managing economics effectively.
• Navigate operational and organizational dynamics while focusing on quality and risk management.
• Build and manage the delivery of technology transformation projects and programs that align with organizational strategy.
• Provide assurance to leadership by managing timelines, costs, and quality, while leading both technical and non‑technical project teams.

• Drive and support sales activities alongside EY pursuit teams, including proposal development and engagement estimates.
• Lead and develop Service Now‑enabled transformation strategies, working with senior client executives.
• Act as an engagement manager across all aspects of Service Now ESM/GBS engagements and solution delivery.
• Manage 2‑3 engagements and mentor multi‑disciplinary teams of 10+ resources, including offshore consultants, developers and testers.
• Build and foster client relationships, demonstrating the value of EY services.
• Exhibit strong business acumen, making fact‑based decisions and resolving conflicts.
• Provide industry‑leading practice expertise for Service Now service management implementations across non‑IT business functions.
• Analyze a company's service management capabilities and contribute insights to strategic roadmaps.
• Lead client process‑design sessions and facilitate requirements workshops.
• Experience in waterfall and agile delivery models, including planning, status reporting, budgets and risk and issue logs.
• Create high‑quality deliverables and project artifacts.

• Bachelor’s degree required (4‑year degree);
  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 2 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, roadmaps and proposals for all levels of management.
• Experience defining conceptual and logical models that align business and technical capabilities.
• Experience leading teams and supervising others.
• Valid U.S. driver’s license.
• Willingness to travel up to 60% of the time.

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

Intellectually curious, passionate about innovative growth solutions, with strong communication, negotiation and big‑picture thinking skills. You should be ready to…