Senior Manager: Enterprise Service Management and Serv…

As Senior Manager, you lead ServiceNow-enabled transformation programs within EY’s GBS Transformation Consulting. You drive ESM design, roadmaps, and value realization across HR, Finance, Procurement, and other functions, shaping enterprise service delivery. You’ll manage complex programs, advise C-suite stakeholders, and expand EY’s ESM/ServiceNow offering in the Netherlands. This role blends business transformation with practical ServiceNow expertise to deliver measurable impact.

• competitive salary
• pension plan
• holiday allowance and annual bonus
• laptop and phone for work and personal use
• monthly internet allowance
• 34 vacation days with option to buy more

• Lead ESM and ServiceNow transformation engagements from strategy through adoption and value realization.
• Advise senior stakeholders on how ServiceNow enables cross-functional service transformation and lead workshops on trends and possibilities.
• Shape ESM operating models, service portfolios and catalogs, case management, knowledge management, and omnichannel experiences.
• Translate business priorities into roadmaps, governance 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, and intelligent automation.
• Cultivate and expand relationships with ServiceNow; collaborate on go-to-market activities and thought leadership.
• Build and coach high-performing teams and support business development through pursuits, proposals, and client events.
• Own and develop EY’s Enterprise Service Management and ServiceNow offering in the Netherlands, including methodologies and market positioning.

• Typically 8+ years in consulting, transformation, or enterprise platforms.
• Strong understanding of ESM, ServiceNow-enabled transformation in a GBS context, and enterprise workflow modernization.
• Ability to link business outcomes with process design, platform capabilities, adoption, governance, and value realization.
• Experience leading senior client conversations and managing stakeholder relationships across business and technology.
• Solid engagement management skills across scope, budget, planning, quality, risk and issue management.
• Excellent facilitation, problem-solving, storytelling and executive communication.

• Commercial mindset
• Collaborative leadership
• Executive communication
• ServiceNow
• ESM
• ServiceNow-enabled transformation