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Job Title: Service Now Delivery Senior Manager

Location: Taguig City, Philippines

Job Overview:

EY GDS is seeking an experienced Service Now Delivery Senior Manager to lead project delivery, support pre-sales activities, and manage the growth of the Service Now practice. This role is key in driving the successful implementation of Service Now solutions, supporting business development efforts in a pre-sales capacity, and leading the team in alignment with EY’s strategic objectives for both EY GDS Service Now and broader EY GDS Consulting in the Philippines. You will also play a critical role in supporting the overall practice lead and broader strategic initiatives.

Key Responsibilities:

Project Delivery:

• Lead end-to-end delivery of complex Service Now projects, ensuring adherence to timelines, budgets, and EY's high standards of quality.

• Collaborate with clients to understand business needs, translating them into effective Service Now solutions while aligning with their goals.

• Oversee project execution, ensuring best practices in implementation, scalability, and risk management are followed.

• Provide ongoing guidance to project teams, resolve escalated issues, and ensure successful client outcomes.

Business Development:

• Support business development efforts in a pre-sales capacity, helping to shape proposals, presentations, and demonstrations for potential clients.

• Work closely with account and sales teams to provide technical expertise during client engagements, helping articulate the value of Service Now solutions.

• Lead solution design workshops, scoping sessions, and demonstrations to showcase EY’s Service Now capabilities.

• Collaborate with senior leadership to create strategic roadmaps and tailored solutions to meet client-specific needs.

• Contribute to proposals and RFP responses, ensuring the alignment of technical solutions with client requirements.

Practice sub-Lead:

• Perform sub-lead and support functions to assist the overall Service Now Practice Lead in managing practice operations, ensuring smooth execution of day-to-day responsibilities.

• Mentor and coach junior team members, helping to develop skills and provide career growth opportunities within the practice.

• Support resource management, project allocation, and performance assessments to ensure optimal team utilization and alignment with practice goals.

• Play a key role in growing the practice by identifying upskilling opportunities, talent needs, and contributing to the recruitment of new team members.

• Ensure collaboration and communication across teams and geographies, aligning local practice with EY GDS Service Now delivery standards.

Strategies and Initiatives:

• Drive strategic initiatives not only for the Service Now practice but also for the broader Consulting Philippines operations.

• Collaborate with cross-functional leaders to contribute to EY’s consulting growth strategy in the Philippines, supporting expansion into new markets and service lines.

• Develop and implement frameworks for continuous improvement, innovation, and integration of emerging technologies within Service Now and the broader consulting business.

• Ensure alignment with EY’s global strategic priorities, leveraging synergies between the Service Now practice and other consulting service lines.

Qualifications:

• Bachelor’s degree in IT, Computer Science, Engineering or any related field

• 10+ years of experience in IT or Consulting, with at least 5 years in Service Now leadership or delivery roles.

• Proven experience in leading large-scale Service Now implementations across multiple industries.

• Strong pre-sales experience, including solution design, scoping, and presentation skills, with the ability to engage with senior stakeholders.

• Demonstrated success in growing and managing a technical practice, with experience in team development and talent management.

• Strong understanding of Service Now modules, including ITSM, ITOM, HRSD, GRC, and CSM.

• Experience in consulting business operations in the Philippines is an advantage.

• Excellent leadership, communication, and client engagement skills.

• Service Now certifications are a plus.

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