ServiceNow - Enterprise Service Mgmt Transformation (ESM) Senior Manager - Tech Cons - Open Location

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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That's why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision-making. As a ServiceNow 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.  

The opportunity 

You will lead ServiceNow Transformation teams in a rapidly growing area of the business. It is a client facing role, in which you will have opportunities to showcase your ability to not only motivate and develop teams but also establish and maintain client relationships. You will have an opportunity to grow your consulting, technical and team leadership skills, as well as build relationships and obtain experiences that will define your career.  

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.

Your key responsibilities 

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. Key responsibilities include: 

• 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. 

Skills and attributes for success 

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 clients' enterprise or Global Business Service (GBS) or Enterprise Service Management (ESM) capabilities with ServiceNow or evaluating how AI can streamline service delivery. Wherever you find yourself, you will be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.   To thrive in this role, you will need a blend of technical expertise and strong interpersonal skills. The following attributes will make a significant impact:

• Ability to drive and support sales activities along-side EY pursuit teams demonstrating how EY's services can solve a clients business challenges – this can include but not limited to developing proposals, engagement estimates, and participating in sales presentations 
• Lead and develop strategies for ServiceNow 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 ServiceNow 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 (e.g., consultants, developers, and 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 ServiceNow 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 
• Strong working knowledge of ServiceNow’s emerging AI capabilities, including Now Assist, AI Agents, agentic workflows, AI Search, intelligent automation, and AI-enabled service delivery
• Ability to advise clients on practical, value-driven AI use cases across Enterprise Service Management and Global Business Services functions, including HR, customer service, field service, source-to-pay, workplace, legal, and shared services
• Ability to lead client conversations and workshops that connect ServiceNow AI capabilities to business outcomes, transformation priorities, and measurable value realization
• 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 

To qualify for the role, you must have 

• Bachelor’s degree required (4-year degree); Master’s degree preferred
• Typically, no less than 5 - 7 years relevant experience in ServiceNow implementation experience 
• 5 – 7 years of Big 4 or equivalent consulting experience preferably at the Senior Manager or Director level 
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD) 
• Minimum of 2 of the following ServiceNow certifications:  
• ServiceNow Certified Implementation Specialist – HR Service Delivery 
• ServiceNow Certified Implementation Specialist – Customer Service Management 
• ServiceNow Certified Implementation Specialist – Field Service Management 
• Excellent consulting and interpersonal skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization 
• Ability to effectively develop presentations, functional and technical roadmaps as well as present ideas and proposals to all levels of management and technical expertise 
• Experience with defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture 
• Experience leading teams and supervising others 
• A driver's license valid in the U.S (United States). 
• Ability to travel to meet client needs (up to 60%) 

Ideally, you will also have 

• ServiceNow 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 ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower) 

What we look for 

We are interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways to nurture growth. You will also need excellent communication and negotiation skills, as well as the ability to express big ideas to senior leaders, often without technical backgrounds. If you are ready to take ownership of a team that is poised to take the industry by storm, this role is for you.