Product Delivery Manager - ServiceNow - Now Assist-HRSD

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EY-ServiceNow – Supervising Associate (Product Delivery Manager – Now Assist & HRSD)

Role Overview:

The ServiceNow Product Delivery Manager is responsible for the end-to-end management and delivery of one or more ServiceNow technology solutions within EY. The role ensures that solutions are aligned with the overall EY ServiceNow strategy, integrate effectively within the enterprise technology ecosystem, and consistently deliver high-quality business outcomes.

As the primary representative and advocate of ET ServiceNow, the Product Delivery Manager is accountable for the success of assigned products and services. This includes ownership of product planning, roadmap development, backlog prioritization, stakeholder engagement, and delivery oversight throughout the product lifecycle. The Product Delivery Manager is accountable for evaluating emerging ServiceNow capabilities, aligning them with business objectives, driving stakeholder awareness and adoption through demonstrations and consultations, and establishing a prioritized roadmap and implementation backlog to maximize platform value.

The role of Product Delivery Manager is responsible for the end-to-end management and delivery of ServiceNow solutions focusing on HR Service Delivery as well as Now Assist capabilities (including AI agents, agentic workflows and now assist skills). In addition, this role would lead implementations to make ServiceNow as an orchestrator to call multiple AI agents within and outside of ServiceNow using Model Context Protocol (MCP) or Agent-to-Agent protocol (A2A) to allow ServiceNow agents to invoke external data sets and APIs.

The Product Delivery Manager ensures that solutions are delivered in accordance with governance standards, within agreed timelines and budgets, and meet quality, security, and user experience expectation.

Key Responsibilities:

Product Strategy & Lifecycle Management:

• Ensure products align with the EY ServiceNow strategy and broader enterprise technology objectives.
• Evaluate new ServiceNow platform capabilities and features, assess business value, and drive adoption opportunities.
• Develop and maintain the product implementation backlog based on business priorities and platform capabilities.

Stakeholder Management:

• Serve as the primary point of contact and trusted advisor between ET ServiceNow and business stakeholders.
• Collaborate with business teams to understand requirements, challenges, and strategic objectives.
• Translate business needs into scalable ServiceNow solutions while promoting platform best practices and standardization.
• Work with multiple stakeholders/ vendors to clear business/ technical impediments/ blockers

Product backlog and Planning:

• Own and govern the product backlog, ensuring alignment with business priorities and strategic goals
• Work closely with Product Owners to define, prioritize, and refine features, enhancements, and technical requirements
• Balance business demands with platform capabilities, technical constraints, and long-term solution sustainability (strong functional understanding of ServiceNow is a must. Development experience expected).

Delivery Management:

• Successfully execute the project to agreed schedule, budget and scope
• Manage the demand process
• Monitor risks, dependencies, and delivery milestones, implementing mitigation plans as required.
• Coordinate with cross-functional teams, including architecture, development, testing, operations, and vendors.
• Coordinate UAT and production go-live

Governance and Continuous improvement:

• Establish and maintain governance processes for product performance, quality, and compliance.
• Track product KPIs, adoption metrics, and customer satisfaction measures.
• Drive continuous improvement initiatives to optimize business processes and maximize platform value.

Innovation and Platform enablement:

• Stay current with ServiceNow roadmap developments and emerging platform capabilities.
• Demonstrate new features and innovations to business stakeholders and leadership teams.
• Identify opportunities to improve user experience, operational efficiency, and business outcomes through ServiceNow.

Knowledge and Skills Requirements:

• Bachelor’s degree in computer science, Information Technology, Engineering, or related field
• 3+ years of hands-on experience in ServiceNow development.
• Understanding of ITIL processes and HR Services
• Understanding of conversational experiences, virtual agents, knowledge management, and self-service adoption strategies.
• Implementation expertise of Now Assist capabilities (out of box and custom skills), agentic workflow and AI agents
• Experience in configuring out of box agentic workflows and implementing custom AI agents
• Understanding of A2A and MCP protocols
• Deep functional knowledge of LLMs, agentic patterns and API integration paths (REST)
• Advanced comprehension of agile SAFe project management methodology, tools and templates (includes project planning, schedule development, scope management and cost management)
• Strong problem-solving, analytical, and communication skills
• ServiceNow Certified System Administrator (CSA) certification

What are we looking for?

• A team player and leader with strong technical acumen and leadership capabilities
• Proactive problem-solving mindset with a focus on operational excellence
• Ability to manage multiple stakeholders and priorities in a fast-paced environment
• Passion to learn and adapt to new technologies
• Strong functional/ technical understanding of HRSD and ITSM applications.

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