Join EY's ServiceNow team as a Product Delivery Manager, focusing on Now Assist and HR Service Delivery (HRSD). This role involves end-to-end management of ServiceNow solutions, ensuring alignment with EY's strategy and delivering high-quality business outcomes. You will be instrumental in evaluating new ServiceNow capabilities, driving stakeholder adoption, and managing the product lifecycle to maximize platform value.

As a key representative, you'll own product planning, roadmap development, and delivery oversight. The position also involves leading implementations for ServiceNow as an orchestrator, integrating AI agents both within and outside the platform using advanced protocols. Your expertise will ensure solutions meet governance, timeline, budget, and quality standards.

Drive the product strategy and lifecycle by ensuring alignment with EY's ServiceNow strategy and enterprise technology objectives. Evaluate and integrate new ServiceNow platform capabilities, assessing their business value for adoption. Develop and maintain a prioritized product implementation backlog based on evolving business needs and platform potential.

Serve as the primary liaison between EY ServiceNow and business stakeholders, fostering collaboration to understand requirements and strategic goals. Translate complex business needs into scalable ServiceNow solutions, promoting best practices and standardization. Proactively address and resolve business or technical impediments by working with various stakeholders and vendors.

Own and govern the product backlog, ensuring strict alignment with business priorities and strategic objectives. Collaborate closely with Product Owners to define, prioritize, and refine features, enhancements, and technical requirements. Effectively balance business demands with platform capabilities, technical constraints, and long-term solution sustainability, leveraging strong functional knowledge of ServiceNow.

Execute projects successfully, adhering to agreed-upon schedules, budgets, and scope. Efficiently manage the demand process for ServiceNow solutions. Proactively monitor risks, dependencies, and delivery milestones, implementing robust mitigation plans as needed. Coordinate seamlessly with cross-functional teams, including architecture, development, testing, operations, and vendors, to ensure smooth project delivery.

Establish and maintain stringent governance processes for product performance, quality, and compliance. Diligently track key product KPIs, adoption metrics, and customer satisfaction measures to drive performance. Champion continuous improvement initiatives aimed at optimizing business processes and maximizing overall platform value.

Stay abreast of the latest ServiceNow roadmap developments and emerging platform capabilities. Effectively demonstrate new features and innovations to business stakeholders and leadership teams. Identify and pursue opportunities to enhance user experience, boost operational efficiency, and achieve superior business outcomes through strategic use of the ServiceNow platform.

A Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is required. A minimum of 3 years of hands-on ServiceNow development experience is essential.

Demonstrated understanding of ITIL processes and HR Services is necessary. Familiarity with conversational experiences, virtual agents, knowledge management, and self-service adoption strategies is expected. Proven implementation expertise with Now Assist capabilities, including out-of-the-box and custom skills, agentic workflows, and AI agents, is critical.

Experience in configuring out-of-the-box agentic workflows and implementing custom AI agents is required. A solid understanding of A2A and MCP protocols is necessary. Deep functional knowledge of LLMs, agentic patterns, and API integration paths (REST) is essential.

Advanced comprehension of agile SAFe project management methodology, including tools and templates for project planning, schedule development, scope management, and cost management, is required. Strong problem-solving, analytical, and communication skills are fundamental to success in this role. Holding a ServiceNow Certified System Administrator (CSA) certification is a plus.

We are seeking a proactive team player with strong technical acumen and leadership capabilities. A focus on operational excellence and a proactive problem-solving mindset are highly valued. The ability to manage multiple stakeholders and priorities in a dynamic, fast-paced environment is crucial. A passion for continuous learning and adapting to new technologies is essential, alongside a strong functional and technical understanding of HRSD and ITSM applications.