ServiceNow -Enterprise Service Management (ESM) Manager - Tech Consulting - Open Location

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 Consulting Manager – Enterprise Service Management (ESM) Opportunity

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career. Key Responsibilities

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading workstreams from planning through execution and closure. Skills and Attributes for Success

Here, you’ll serve a wide portfolio of clients—each with their own backgrounds, strengths, and ambitions. You’ll make a visible impact on projects that cross borders and challenge conventional wisdom.

• Act as a workstream lead across all aspects of ServiceNow ESM/GBS engagements and solution delivery, including engagement management, design, configuration/development, testing, and deployment phases.
• Manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore resources.
• Build and foster client relationships and demonstrate the value of EY services.
• Make fact‑based decisions and resolve conflicts with excellent business acumen.
• Provide guidance and industry‑leading practice expertise for process implementations, including how specific business objectives can be met through transformation.
• Analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations, and contribute insights to strategic roadmaps.
• Lead client process and design sessions and facilitate requirements workshops with functional or business process subject‑matter resources.
• Support waterfall and agile delivery models, including management activities such as planning, status reporting, budgets, and risk and issue logs.
• Support pre‑sales efforts, including creating proposals and estimates.
• Create high‑quality deliverables and project artifacts. Required Qualifications
• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 4–6 years relevant ServiceNow project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 2 ServiceNow certifications: HR Service Delivery, Customer Service Management, or Field Service Management.
• Excellent soft skills—executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• 5+ years of Big 4 or equivalent consulting experience.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs. Preferred Qualifications
• 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 seek individuals who are technically proficient and possess leadership qualities. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients. What we offer you

• We offer 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. In the US, base salary ranges from $142,600 to $261,500, with higher ranges in select metros.
• Join us in a hybrid model: most people in client‑serving roles work together in person 40–60% of the time over the course of an engagement.
• Under our flexible vacation policy, you’ll decide how much vacation time you need. You’ll also receive time off for EY Paid Holidays, seasonal breaks, personal/family care, and other leaves of absence.

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

EY accepts applications for this position on an on‑going basis.

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. 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. EY | Building a better working world