Senior Leader, Enterprise Service Management & ServiceNow

EY

Amsterdam

Hybrid

EUR 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Pension plan

Holiday allowance

Annual bonus

Laptop and phone

34 vacation days

Mobility budget

Hybrid work

Training and development

OpenUp well-being platform

Job summary

EY is seeking a Senior Manager to lead Enterprise Service Management and ServiceNow transformation within the Global Business Services (GBS) Transformation Consulting team in the Netherlands. You will shape and deliver ServiceNow-enabled programs across HR, Finance, Procurement, IT and other functions, driving governance, value realization and measurable outcomes.

With 8+ years of consulting experience, you will partner with senior clients, expand ServiceNow relationships, and oversee complex

Qualifications

8+ years of consulting, transformation or enterprise platform experience.
Strong understanding of ESM, ServiceNow-enabled transformation in a GBS context.
Ability to connect business outcomes with process design, platform capabilities and governance.
Experience leading senior client conversations and building trusted relationships across business and technology stakeholders.
Fluent written and spoken English; proficiency in Dutch or German is a plus.

Responsibilities

Lead ESM and ServiceNow transformation engagements from strategy and roadmap through design, implementation, adoption and value realization.
Advise on shaping ESM operating models, service portfolios and catalogues, case management, knowledge management, workflow orchestration and omnichannel service experiences.
Lead workshops and translate business priorities into practical roadmaps, solution concepts, governance and steering models and executive-ready deliverables.
Manage complex programs, including workstreams, teams, budgets, timelines, quality, risks and issues.
Advise on AI-enabled service delivery, including Now Assist, AI agents, AI Search, intelligent automation, agentic workflows, Moveworks/Employee Works and conversational AI integrations.
Actively manage and expand relationships with ServiceNow.
Team with account and solution leaders on go-to-market activities, joint business plan development, client roundtables, workshops and thought leadership with ServiceNow.
Build and coach high-performing teams and support business development through pursuits, proposals, client events and thought leadership.
Own and further develop EY’s Enterprise Service Management and ServiceNow offering in the Netherlands, including methodologies, assets, thought leadership and market positioning.