Senior Manager Enterprise Service Management and ServiceNow

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Confidence in your impact today. Freedom to build tomorrow.
At EY you can be sure that youre making a difference for your client for society for your colleagues and for your own development. At the same time youll have the freedom to work in a way that fits your life. Whether you choose to specialize broaden your expertise or grow into leadership youre in the drivers 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 youll be part of the Global Business Services (GBS) Transformation Consulting team within Business Consulting.

At EY youll 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 youll 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 EYs 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 our Cross Towers we welcome up to 1500 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 addition to your salary youll 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 youre working from the office at a client or from home well 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.
• Youll 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. Thats why youll 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

1. For this vacancy we only ask your resume with a motivation letter.
2. First interview: Before the interview well 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. Well 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.
3. Second interview: If we see a match and youre still enthusiastic well invite you for a second interview. Well dive deeper into the role and other relevant topics. Sometimes a business case is part of the process. A final interview may also follow.
4. Were a match. Youll receive an offer and well 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.

Required Experience:

Senior Manager

Employment Type : Full Time
Experience: years
Vacancy: 1