Deloitte ServiceNow Senior Manager – Managed Services in Dallas, Texas
ServiceNow Senior Manager Managed Services
Deloitte s Technology Services Optimization practice works closely with clients across a wide spectrum of industries to identify and implement ServiceNow platform solutions leveraging all of the ServiceNow modules and/or leveraging scoped applications on the platform. Our team s goal is to deliver transformational solutions optimized for our client s unique business needs.
Work you ll do/Responsibilities:
As aTSOSenior Manager, you will be responsible for coordinating teams of consultants to deliver across multiple client outsourcing engagements with excellence.You will leadand drive sales of Operate engagements. This position requires 80% sales and 20% delivery.
Senior Managersare expected to contribute to the firm s growth and development in a variety of ways, responsibilities (with approximate percentage of time) will include:
Business Development (70%): develops and maintains contact with top decision makers at key clients, organizes and leads pursuit teams, participating and leading aspects of the proposal development process, drives proposal pricing strategy.
Practice Development & Eminence (10%): development of solutions and methodologies, development of "thoughtware" and "point-of-view" documents, public speaking and publication in industry periodicals.
Engagement Management (10%): managing engagement risk, project economics including planning and budgeting, managing accounts receivable, defines deliverable content, ensures buy-in of proposed solutions from top management levels at the client
Delivery Management (5%): work directly with clients to ensure the quality delivery of services, enhance customer satisfaction, define and advance performance metrics (KPIs), resolvingescalated conflicts, provide feedback to team, drive continuous improvement opportunities.
People Development (5%): performs role of counselor and coach, provides input and guidance into the firms staffing process, and actively participates in staff recruitment and retention activities.
The Team : TSO Operate
Our Operate services focuses on on-going operations and maintenance of the ServiceNow platform, including design and implementation of system enhancements and new product features as well as testing and deploying periodic ServiceNow upgrades. Professionals have hands-on access and exposure to the latest technologies and thought leaders.
Deloitte s Operate services act as an extension to client s organizations by bringing deep capabilities in advising, maintaining and enhancing technologies to serve alongside client teams to deliver insights across flexible economic models that align cost to consumption, delivery to realized outcomes and engagement accountability to a truly collaborative partnership.
Benefits to our customers include:
Programmatic approach to and improved focus on optimization and innovation, not just on management and maintenance
Adoption of leading automation technologies to improve service delivery and efficiency
Better cost efficiency and increased speed to market for application development
Improved focus on delivering business initiatives and outcomes, rather than IT staffing
10 years of consulting or relevant industry experience
4 years of experience overseeing multiple project teams
4 years of experience in generating new client business
ServiceNow ITSM certification
A minimum of 2 full life cycle ServiceNow ITSM implementations
A minimum of 2 ServiceNow upgrade deployments
Hands-on Functional Experience
Proficiency in multiple business processes:
IT Service Management
ITIL Framework understanding and knowledge, ITIL Foundations Certification or higher preferred
3-5 years experience as an engagement manager or equivalent
Experience collaborating and developing client relationships, developing new opportunities with clients, and identifying engagement follow-on opportunities for continuous improvement
Project scoping, estimating, and planning experience
Experience supporting the sales cycle, including but not limited to responding to Requests for Proposals, presenting at Orals, contributing to the creation of Statements of Work
Bachelor s degree or equivalent
Must be able to travel up to 80% (while 80% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)
Experience across multiple industries
Advanced degree preferred
Excellent interpersonal and networking skills; along with strong communication skills both verbal and written
How you ll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. at https://zoomforth.com/s/deloitte/du#home
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. at http://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards.html
Deloitte s culture
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Category: Management Consulting
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