Description:
As a Senior Manager, you will play a pivotal role in the effective management and delivery of complex processes, solutions, and projects. You will navigate operational and organizational dynamics while maintaining a strong focus on quality and risk management. This position offers a unique opportunity to develop your leadership skills and expand your professional network. Key responsibilities include:
- 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
Here, you will serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to transform a clients' enterprise or Global Business Service (GBS) or Enterprise Service Management (ESM) capabilities with ServiceNow or evaluating how AI can streamline service delivery. Wherever you find yourself, you will be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation. To thrive in this role, you will need a blend of technical expertise and strong interpersonal skills. The following attributes will make a significant impact:
- Ability to drive and support sales activities along-side EY pursuit teams demonstrating how EY's services can solve a clients business challenges – this can include but not limited to developing proposals, engagement estimates, and participating in sales presentations
- Lead and develop strategies for ServiceNow enabled transformations, working with senior client executives on developing 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 but not limited to 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 resources (e.g., 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), including how specific business objectives can be met through process and technology transformation
- Ability to analyze a company's service management functional capabilities people, process, and technology capabilities, 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, including HR, customer service, field service, source-to-pay, workplace, legal, and shared services
- 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