Product Delivery Manager

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EY-ServiceNow – Supervising Associate (Product Delivery Manager – Now Assist & HRSD)

Role Overview:

The ServiceNow Product Delivery Manager is responsible for the end-to-end management and delivery of one or more ServiceNow technology solutions within EY. The role ensures that solutions are aligned with the overall EY ServiceNow strategy, integrate effectively within the enterprise technology ecosystem, and consistently deliver high-quality business outcomes.

As the primary representative and advocate of ET ServiceNow, the Product Delivery Manager is accountable for the success of assigned products and services. This includes ownership of product planning, roadmap development, backlog prioritization, stakeholder engagement, and delivery oversight throughout the product lifecycle. The Product Delivery Manager is accountable for evaluating emerging ServiceNow capabilities, aligning them with business objectives, driving stakeholder awareness and adoption through demonstrations and consultations, and establishing a prioritized roadmap and implementation backlog to maximize platform value.

The role of Product Delivery Manager is responsible for the end-to-end management and delivery of ServiceNow solutions focusing on HR Service Delivery as well as Now Assist capabilities (including AI agents, agentic workflows and now assist skills). In addition, this role would lead implementations to make ServiceNow as an orchestrator to call multiple AI agents within and outside of ServiceNow using Model Context Protocol (MCP) or Agent-to-Agent protocol (A2A) to allow ServiceNow agents to invoke external data sets and APIs.

The Product Delivery Manager ensures that solutions are delivered in accordance with governance standards, within agreed timelines and budgets, and meet quality, security, and user experience expectation.

Key Responsibilities:

Product Strategy & Lifecycle Management:

• Ensure products align with the EY ServiceNow strategy and broader enterprise technology objectives.
• Evaluate new ServiceNow platform capabilities and features, assess business value, and drive adoption opportunities.
• Develop and maintain the product implementation backlog based on business priorities and platform capabilities.

Stakeholder Management:

• Serve as the primary point of contact and trusted advisor between ET ServiceNow and business stakeholders.