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

Location Anywhere in Country About the role 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 to build a better working world. 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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. 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. Key Responsibilities 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 Ability to 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 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 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 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). Ability to analyze a company’s service management functional capabilities, people, process, and technology, 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. 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. Qualifications 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 at the Senior Manager or Director level. ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD). Minimum of two 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, and 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 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, and the ability to express big ideas to senior leaders who may not have technical backgrounds. If you are ready to take ownership of a team that is poised to make a significant impact, this role is for you. What We Offer You Competitive compensation and benefits package. Base salary ranges for this role in the U.S. are $171,600 to $392,100, with higher ranges for specific metro areas. Additional benefits include medical and dental coverage, pension and 401(k) plans, and paid time off options. Hybrid work model: clients expect most people in external, client-serving roles to work together in person 40‑60% of the time. Flexible vacation policy allowing you to choose how much vacation time you need based on personal circumstances, along with other leaves of absence. Equal Employment Opportunity 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. Reasonable Accommodation 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 or email the Talent Shared Services Team at View email address on click.appcast.io. #J-18808-Ljbffr Ernst & Young Oman