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Service Now Manager

Education Level

High School Diploma/GED, Technical Diploma, Associate’s Degree/College Diploma, Non-Degree Program, Bachelor’s Degree, Master’s Degree, Doctorate Degree, Higher Degree, Other
Bachelor’s or Masters

Job purpose

The incumbent should be able to lead a group in Service Now Practice and provide directions and strategies to growing the firm’s Service Now footprint managing large and complex Service Now implementation, product development and sales enablement. This is a global role and candidate should have experience in working with large global teams spread across multiple geographies

Responsibilities, Qualifications, Certifications – External

Requirements (including experience, skills and additional qualifications)

Technical skills requirements

Lead sales and pre-sales work in Service Now, respond to client proposals, participate in orals and help growing Service Now business
Should have in-depth knowledge and understanding of Service Now Partner ecosystem, licensing model and platform management models.
Capable in designing and developing large solutions combining Service Now platform, automation and workflow capabilities for EY cusotmers
Lead offshore team in all the Service Now modules like ITSM, ITOM, ITBM, HRSD, Sec Ops. The role will spread across blueprint, design, configuration, build and roll out phase.
The role involves knowledge and experience of both functional and technical aspect for a successful implementation, working closely with various stakeholders like business, process leads and offshore team.
Propose and deliver projects as per the agreed objectives to EY customers and/or to internal EY stakeholders
Build strong internal relationships within the firm and with other services across the organization
Develop people through effectively supervising, coaching, and mentoring staff. Conduct performance reviews and contribute to performance feedback for staff
Contribute to people-related initiatives including recruiting, retaining and training.
Maintain an educational program to continually develop personal skills of all staff
Perform an appropriate role in business development in terms of pre sales and practice development. for example, pre sales, internal engagement and / or knowledge management
10 to 15 years of relevant experience, preferably from a top tier Global System Integrator

Additional skills requirements

At least two Service Now Implementation Certifications
ITIL Intermediate, COBIT and or TOGAF certifications
Agile and scrum master certifications
PMP certification

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