Senior Manager:  Enterprise Service Management and ServiceNow

Job description

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. Confidence in your impact today. Freedom to build tomorrow. At EY, you can be sure that you’re making a difference – for your client, for society, for your colleagues and for your own development. At the same time, you’ll have the freedom to work in a way that fits your life. Whether you choose to specialize, broaden your expertise or grow into leadership, you’re in the driver’s seat. Together with ambitious colleagues in an open and trusted culture, you aim for the best every day. Big on opportunity, friendly in collaboration. EY provides the resources you need to shape your career and make an impact in your field. Your new job | About your main responsibilities As a Senior Manager Enterprise Service Management and ServiceNow, you’ll be part of the Global Business Services (GBS) Transformation Consulting team within Business Consulting. At EY, you’ll help clients modernize how enterprise services are designed, delivered and experienced across functions. As a Senior Manager Enterprise Service Management (ESM) and ServiceNow, you will lead ServiceNow-enabled transformation programs that improve experience, simplify operations, strengthen governance and performance and create measurable value. In this role, you’ll be responsible for: Lead ESM and ServiceNow transformation engagements from strategy and roadmap through design, implementation, adoption and value realization. Advise senior stakeholders on how ServiceNow can enable service transformation across functions like HR, Finance, Procurement, Customer Service, Field Service, Legal, Workplace, IT, and Global Business Services (GBS), including by leading workshops where to present trends and the “art of the possible”. Advise clients to shape 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. Build and expand strategic client relationships, identify new opportunities and drive revenue growth across existing and new accounts. Your new team | About your colleagues and the office Our GBS Transformation team is dynamic, diverse, and internationally minded. You will join a fast-growing team working at the forefront of enterprise transformation, with direct access to senior clients, strong collaboration across disciplines, and meaningful opportunities to shape propositions, develop talent, and build your market profile. Your office Amsterdam Our Amsterdam office is located at the Zuidas: a bustling area full of companies. In our Cross Towers, we welcome up to 1,500 people every day. For a breathtaking view of the city, head to the 22nd floor. Collaboration takes on a new meaning in our Wavespace, a high-tech environment that connects clients and colleagues virtually across the globe. Your skills and strengths | About your unique contribution We are looking for a commercially minded, delivery-focused service offering leader who combines business transformation credibility with practical ServiceNow expertise. The successful candidate will be confident with senior stakeholders, credible with delivery teams and passionate about helping clients reimagine enterprise services through ServiceNow, AI-enabled workflows and strong governance. What you bring: Typically 8+ years of relevant consulting, transformation or enterprise platform experience. Strong understanding of ESM, Service Excellence, ServiceNow-enabled transformation in a GBS context and enterprise workflow modernization. Ability to connect business outcomes with process design, platform capabilities, adoption, governance and value realization. Experience leading senior client conversations and building trusted relationships across business and technology stakeholders. Strong engagement management skills across scope, budget, planning, quality, risk and issue management. Excellent facilitation, structured problem-solving, storytelling and executive communication skills. Strong commercial mindset with a proven track record of originating, shaping and closing consulting opportunities. Collaborative leadership style, with the ability to develop people and lead multidisciplinary teams. Significant experience with ServiceNow-enabled transformation, ideally across functions beyond IT. Experience leading complex programs or workstreams in ESM within and outside GBS. Strong knowledge of service management processes, operating models, performance management and platform governance. Experience creating high-quality client deliverables, including assessments, business cases, roadmaps, operating models, service designs and executive presentations. Relevant ServiceNow certification, platform experience or equivalent advisory experience. Experience applying ServiceNow AI capabilities, including Now Assist, AI agents, AI Search and intelligent automation, to improve service outcomes. Experience in AI-enabled transformation, agentic operating models, intelligent automation, process mining, analytics or enterprise-wide digital transformation. Experience with global or regional clients in complex, multi-function transformation environments. Established network within the ServiceNow ecosystem (ServiceNow stakeholders and client ESM & ServiceNow leaders) . Fluent written and spoken English. Proficiency in Dutch or French or German is a significant advantage. Your benefits | About your perks and work enjoyment A competitive salary that reflects your role and responsibilities, depending on experience and qualifications. Plus, a solid pension plan for the future. In addition to your salary, you’ll receive holiday allowance and an annual bonus (based on performance and development). A laptop and phone for both work and personal use, and a monthly internet allowance. 34 vacation days to recharge and unwind, plus the option to buy extra days. With the mobility budget, you decide how you travel. Choose a lease car, a discounted public transport subscription, or arrange transport easily via our app. At EY, we care about a healthy work-life balance. Hybrid working makes this easier. Whether you're working from the office, at a client, or from home, we’ll make sure you have a well-equipped home office. The opportunity to work up to 20 days per year from abroad. The option to swap 3 national holidays for non-national ones. You’ll have the space to grow both personally and professionally. Whether you want to deepen your expertise, develop your personality, or improve your leadership style, we offer a broad range of trainings and courses. Your well-being is our priority. We believe that when you feel good, you perform better. That’s why you’ll have access to the OpenUp wellbeing platform (including for your family). You can easily connect with psychologists and lifestyle experts within 36 hours and take part in wellbeing sessions. A strong focus on teaming and various internal networks where you can join all kinds of social activities. A positive work atmosphere and good collaboration with colleagues contribute to your overall happiness at work. Ready to shape your future with us? | About your application process For this vacancy, we only ask your resume with a motivation letter. First interview: Before the interview, we’ll ask you to complete an online assessment. Not a standard questionnaire, but a game-based assessment focusing on both your cognitive skills and behavioral preferences. We’ll discuss the results during the interview, which will include a colleague from the relevant department. This mutual introduction is a chance for us to get to know you, and for you to ask any questions you have. Second interview: If we see a match and you’re still enthusiastic, we’ll invite you for a second interview. We’ll dive deeper into the role and other relevant topics. Sometimes, a business case is part of the process. A final interview may also follow. We’re a match. You’ll receive an offer and we’ll perform a pre-employment screening. Then your new adventure begins. Welcome to EY! EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.