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

EY; Buffalo (NY); Hybrid; USD 171,600 - 392,100; Full time

Benefits offered by this job

Comprehensive benefits package

Flexible vacation policy

Paid holidays

Job summary

A global consulting firm is seeking a Senior Manager for ServiceNow - Enterprise Service Management Transformation. This role requires strong management of client relationships and delivery of technology transformation projects as well as a background in ServiceNow implementations. Ideal candidates will have a relevant bachelor's degree, significant consulting experience, and the ability to travel for client needs. The position offers a competitive compensation package and a hybrid work environment.

Qualifications

• 5–7 years of ServiceNow implementation experience.
• 5–7 years of consulting experience, preferably at the Senior Manager level.
• Excellent consulting and interpersonal skills.

Responsibilities

• Lead engagement delivery and manage client relationships.
• Develop resource plans and budgets for engagements.
• Provide assurance on timelines and quality.

Skills

ServiceNow implementation

Client relationship management

Consulting and interpersonal skills

Project management

Business acumen

Education

Bachelor’s degree

Master’s degree

Tools

ServiceNow Certified Administrator

ServiceNow Certified Application Developer

Job description

ServiceNow - Enterprise Service Management Transformation - Senior Manager – Tech Consulting

Join to apply for the ServiceNow - Enterprise Service Management Transformation - Senior Manager – Tech Consulting role at EY.

Location: Anywhere in Country.

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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in a rapidly changing environment. EY helps prestigious businesses worldwide through 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.

Key Responsibilities

• Lead engagement delivery and manage client relationships on a daily basis.
• Accountable for program/project management, ensuring that all objectives are met.
• Develop resource plans and budgets for engagements, managing engagement economics effectively.
• Build and manage the delivery of technology transformation projects and programs aligned with EY’s strategy.
• Provide assurance on timelines, costs, and quality, while leading both technical and non‑technical project teams.

Skills and Attributes for Success

• Drive and support sales activities alongside EY pursuit teams, including proposals, engagement estimates, and 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.
• 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 fact‑based decision making and conflict resolution.
• Provide guidance and industry‑leading practice expertise for ServiceNow service management implementations across non‑IT business functions.
• Analyze a company’s service management capabilities and provide practice recommendations and insights for strategic roadmaps.
• Lead client process design sessions and facilitate requirements workshops with functional and business process subject matter experts.
• Experience with waterfall and agile delivery models, including planning, status reporting, budgets and risk and issue logs.
• Produce high quality deliverables and project artifacts.

Qualifications

• Bachelor’s degree required (4‑year degree); Master’s degree preferred.
• 5–7 years of 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, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Ability to develop presentations, functional and technical roadmaps and present ideas and proposals to all levels of management.
• Experience defining contextual, conceptual, and logical models that align business and technical capabilities.
• Experience leading teams and supervising others.
• Driver’s license valid in the U.S.
• Ability to travel to meet client needs (up to 60%).

Ideal Add‑Ons

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience – certifications are a plus.
• Experience with Source to Pay, Employee Center, Legal Service Delivery and Workplace Service Delivery – certifications are a plus.
• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).

What We Offer

• A comprehensive compensation and benefits package, with a base salary ranging from $171,600 to $392,100 in the U.S. (higher ranges for major metro areas and California).
• A flexible hybrid model encouraging in‑person collaboration 40–60% of the time.
• Flexible vacation policy and paid holidays, plus additional leave options for personal and family needs.

Are you ready to shape your future with confidence?

Apply today. EY accepts applications on an ongoing basis.

Equal Employment Opportunity Statement

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 need assistance applying online or 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.