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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Manager: Enterprise Service Management and ServiceNow - **Company:** Ernst & Young - **Location:** Amsterdam, Netherlands - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, Knowledge Management, Search Technologies, Workflow Management Systems, Servicenow - **Published:** July 15, 2026 - **Apply:** https://careers.ey.com/ey/job/Amsterdam-Senior-Manager%C2%A0-Enterprise-Service-Management-and-ServiceNow-1083-HP/1414946733/ ## About the Role 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. ## Description 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. ## Related Videos - [Building an agentic software factory: How we rebuilt product development at Pipedrive](https://www.wearedevelopers.com/videos/100261-building-an-agentic-software-factory-how-we-rebuilt-product-development-at-pipedrive) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Empowering People in a Digital World: HR’s Next Big Chapter](https://www.wearedevelopers.com/videos/1813-empowering-people-in-a-digital-world-hr-s-next-big-chapter) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! 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