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ServiceNow Senior Manager

Location:  Toronto
Other locations:  Primary Location Only
Salary: Competitive
Date:  Jun 27, 2024

Job description

Requisition ID:  1508421
At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity


We’re looking for a ServiceNow Senior Manager - This role is responsible for leading the complete software product development life cycle of the product in a fast-paced cross-cultural diverse environment leveraging the SAFE methodology. This role requires a solid understanding of and demonstrated experience in leading large cross-functional teams using Agile/SCRUM best practices, values and principles including but not limited to sprint/release planning, daily stand-ups, retrospectives, backlog grooming, completion forecasting and DevOps (continuous integration and continuous deployment). The person that fills this role is expected to partner closely with product owners and lead a cross-functional team comprising business analysts, software engineers, functional and non-functional testers, operations engineers and project management.

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 


Your key responsibilities 


Business Development:

  • Develop a deep understanding of potential clients' business processes and align ServiceNow solutions to their needs.
  • Create and maintain a robust sales pipeline.

Sales Execution:

  • Conduct sales presentations and product demonstrations to potential clients.
  • Negotiate contracts and close deals to meet or exceed sales targets.
  • Collaborate with the pre-sales team to prepare proposals that meet the specific needs of clients.

Account Management:

  • Build and maintain strong, long-lasting customer relationships.
  • Ensure customer satisfaction and retention by delivering exceptional service and support.
  • Act as the primary point of contact for all matters specific to your accounts.

Market Knowledge:

  • Stay up-to-date with new product releases and ensure clients are aware of relevant features and benefits.
  • Monitor competitors and industry trends to position ServiceNow effectively.


  • Work closely with other departments, including marketing, customer service, and product development teams, to ensure cohesive strategies and messaging.
  • Participate in team meetings and contribute to the overall strategy of the sales department.

Engagement Delivery and Client Relationship Management

  • Guiding and spearheading the process of gathering requirements, formulating architectural design, overseeing technical development, conducting both functional and non-functional tests, ensuring operational preparedness, and implementing DevOps strategies.
  • Exercising technical guidance by supervising, assessing, and tracking the advancement of product creation and initiating dialogues with different sectors regarding business aims, functionalities, system architecture, and product roll-out.
  • Promptly raising any concerns, potential risks, and critical decisions to Channel and Engagement Leaders and other relevant parties to proactively address potential issues.
  • Engaging with key stakeholders and possessing the authoritative influence to sway decisions, endorse concepts, strategic roadmaps, and methodologies.
  • Fulfilling the role of a mentor by acting as an advisor and mentor.
  • Collaborating with the Project Manager to devise comprehensive project plans and ensuring clear, timely communication of project expectations to team members and stakeholders.
  • Administering and supervising daily operations to guarantee compliance with organizational standards in project management practices, requirement collection, quality control, and ongoing enhancement.
  • Estimating the total resources needed to meet project objectives and managing the allocated budget throughout the project's lifecycle, including cost projections for new ventures.
  • Detecting and addressing issues, risks, and disputes within the project team. • Keeping abreast of emerging trends in technology within the designated product or technology domain.


To qualify for the role you must have

  • 8+ years of experience in business and/or technical management of requirements and delivery of projects as a Business Consultant / Business Development / Pre-sales, and or Project/Program Manager
  • A deep understanding and knowledge of implementing ServiceNow across the enterprise.
  • Strong connections in the market to establish and expand the ServiceNow practice.
  • Worked across various stakeholder groups including end users, functional teams, operations, infrastructure and more to transfer knowledge and resolve problems.
  • Built long-term business relationships with senior client personnel and executives through engagements and networking.
  • Worked with senior firm leaders to understand, enhance and integrate service offerings across service lines
  • Knowledge of the ServiceNow platform as well as experience delivering ServiceNow implementations is a requirement.
  • Strong experience and skillsets in selling ServiceNow and service offerings to potential clients / customers, and the necessary knowledge and technical knowhow in working with customers and delivery team


Ideally, you’ll also have 

  • Understanding of ServiceNow Platform design and architecture
  • Professional certifications (PMP) 
  • The ability to work independently in a fast-paced, dynamic team-oriented environment
  • The ability to develop relationships and rapidly build credibility and trust

What we look for 


Successful candidates will have a leadership presence with a proven track record in a management consulting context with established client relationships and experience in Canada


What we offer


We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer: 

  • Support and coaching from some of the most engaging colleagues in the industry 
  • Learning opportunities to develop new skills and progress your career 
  • The freedom and flexibility to handle your role in a way that’s right for you 


The salary range for this job in British Columbia is $144 to $200. Individual salaries within this range are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and work location city. 

Diversity and Inclusion at EY


Diversity and inclusiveness are at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advocating for the 2SLGBT+ community, promoting our Neurodiversity Centre of Excellence and Accessibility initiatives, and are dedicated to amplifying the voices of Indigenous people (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world

EY | Building a better working world
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.

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