ServiceNow -Enterprise Service Mgmt Transformation - Senior Manager- Tech Consulting - Open Location

EYBoston, MA, United States

6 hours ago

Job type

Full-time

Job description

ServiceNow - Enterprise Service Management Transformation - Senior Manager - Tech Consulting - Open Location

3 days ago | Be among the first 25 applicants

Location : Anywhere in Country

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help build a better working world.

ServiceNow Enterprise Service Management Transformation - Senior Manager – Tech Consulting - 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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.

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 motive and develop teams, as well as establish and maintain client relationships. You will grow your consulting, technical and team leadership skills, building relationships and experiences that will define your career.

In this role, you will build and manage the 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

Lead engagement delivery and manage client relationships on a daily basis.
Accountable for program / project management, ensuring that all objectives are met.

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Develop resource plans and budgets for engagements, managing engagement economics effectively.

Skills And Attributes For Success

Drive and support sales activities alongside EY pursuit teams, including developing proposals, engagement estimates, and participating in sales presentations.

Lead and develop strategies for ServiceNow-enabled transformations, working with senior client executives on business cases, transformation roadmaps, 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 engagement management, design, configuration / development, testing and deployment phases.

Manage 2‑3 engagements and mentor multi‑disciplinary teams of 10+ resources, including offshore resources.

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.

Analyze a company’s service management functional capabilities—people, process, and technology—and provide leading‑practice recommendations and strategic insights.

Lead client process design sessions and facilitate requirements workshops with functional and / or business process subject matter resources.

Experience in waterfall and agile delivery models, supporting management activities such as planning, status reporting, budgets and risk and issue logs.

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 of relevant 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.

Effectively develop presentations, functional and technical roadmaps and present ideas and proposals to all levels of management and technical expertise.

Define contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture.

Lead teams and supervise others.

Valid driver’s license in the U.S.

Ability to travel up to 60% to meet client needs.

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.

What We Offer You

A comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. Base salary ranges vary by geography.

Join us in a team‑led and leader‑enabled hybrid model. Most people in client‑serving roles are expected to work in person 40‑60% of the time over the course of an engagement, project or year.

A flexible vacation policy that lets you decide how much vacation time you need. Time off is granted for designated EY Paid Holidays, Winter / Summer breaks, Personal / Family Care and other leaves of absence as needed to support your well‑being.

Are you ready to shape your future with confidence? Apply today.

EY accepts applications for this position on an ongoing basis.

EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity / expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1‑800‑EY‑HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.

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Senior Transformation • Boston, MA, United States