ServiceNow Delivery Senior Manager

About the role

We are seeking a highly experienced Senior Manager, Technical Delivery with over 14 years in IT and a proven track record in hands-on development and leadership of ServiceNow projects. In this role, you will lead complex ServiceNow implementations and transformation initiatives, manage multi-disciplinary teams, and drive the technical strategy to deliver high-quality, innovative solutions for our clients. Your deep technical expertise, combined with your leadership and project management skills, will ensure that our ServiceNow engagements are executed efficiently and align with our business objectives.

Key responsibilities

• Define and execute the technical strategy for ServiceNow engagements, aligning with overall business goals and IT roadmap.
• Stay current with ServiceNow innovations and industry trends to continuously improve service delivery and technical practices.
• Oversee end-to-end delivery of multiple ServiceNow projects, ensuring they are completed on time, within scope, and budget.
• Lead project planning, risk management, resource allocation, and stakeholder communications.
• Implement and refine agile methodologies to enhance project execution and team collaboration.
• Provide technical oversight, including hands-on development, configuration, and integration of ServiceNow applications.
• Work closely with technical teams to troubleshoot complex issues and implement scalable, robust solutions.
• Guide architecture design and code reviews to ensure adherence to best practices and quality standards.
• Manage, mentor, and develop a high-performing team of technical leads, developers, and consultants.
• Serve as a trusted advisor to clients, understanding their business needs and providing strategic guidance on ServiceNow solutions.

About you

• 14+ years of IT experience with significant exposure to hands-on technical development and project delivery.
• Demonstrated success in leading ServiceNow project engagements from ideation through to implementation and post-deployment support.
• Proven experience in managing large-scale, complex IT projects in a fast-paced environment.
• Deep expertise in the ServiceNow platform, including hands-on experience in Support and Implementation/Development.
• Familiarity with IT Service Management (ITSM) and ITIL processes.
• Experience with ITSM, CSM or HRSD and other Product Modules.
• Experience with cloud-based solutions and modern development practices (e.g., DevOps, Agile).
• Strong leadership skills with a track record of managing and developing high-performing technical teams.
• Excellent project management skills, including planning, budgeting, and risk mitigation.
• Bachelor's in Computer Science, Information Technology, or a related field.

About us

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.