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Deloitte ServiceNow - Senior Manager in Miami, Florida

ServiceNow Senior Manager

Are you looking for a ServiceNow position with an executive level career trajectory that few organizations can offer? What about access to a high-quality portfolio of clients with the opportunity to work across capabilities, industries, and geographies? If this matches your aspirations, Deloitte just may be the fit for you!

Work you'll do

Deloitte is an industry leader in our clients' Enterprise Service Transformations. We recognize that the backbone enabling our clients' aspirations for advancement solutions often involves next-gen ServiceNow implementation. From blueprint, to implementation, and ongoing services we offer a full scope of innovative solutions to help meet those goals.

Deloitte wants talent who is ready to innovate, grow our services, and empower our clients to leap frog forward in their technical capabilities. Building your career here offers the opportunity to work with cutting-edge technologies to deliver those next-Gen ServiceNow solutions. We embrace the tech enthusiast mindset and encourage our talent to keep their skills evolving at the speed at which the marketplace desires.

ServiceNow has undoubtedly transformed the way technology enables businesses to perform. It represents a radical shift in how IT services are obtained, used, and managed. Companies are navigating through the various options and deciding between single, or a combination of solutions, across different and dynamic platforms. Our employees are empowered to think outside norms and provide innovative solutions to enable our clients' IT successes.

The team

From leading practice to business necessity, every business recognizes the need for a strategic cloud integration platform. At Deloitte Consulting, our ServiceNow practice helps organizations develop the strategies and implement the systems that build business value and drive performance. We have the in-depth knowledge and experience gained from working on some of the most complex IT challenges around the globe, everything from system replacement to full IT transformation.

Our Technology Services Optimization (TSO) team works with clients to transform their technology delivery by collaborating with CIOs, Technology Executives, and their teams. Together we work to establish IT operating models based on the implications of next generation and advanced technologies, new and evolving service models for technology, and the operational expectations of an organization.

Our team of experienced technologists understand the interwoven nature technology plays in all aspects of today's business environment and focus on helping our clients shift from foundational delivery of technology to being the strategic business partner and catalyst for change. Our Agile/DevOps/Lean technology experts work to transform the workforce of our clients into the next generation of technology service delivery teams.


As a Deloitte Senior Manager you will lead and deliver large, complex client engagements that identify, design and implement creative business and technology solutions. Our Senior Managers are expected to contribute to the firm's growth and development in a variety of ways, including:

  • Business Development (25%): 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 (15%): 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 (40%): work directly with clients to ensure the quality delivery of services, enhance customer satisfaction, define and advance performance metrics (KPIs), resolving escalated conflicts, provide feedback to team, drive continuous improvement opportunities,

  • People Development (10%): performs role of counselor and coach, provides input and guidance into the firms staffing process, and actively participates in staff recruitment and retention activities.



  • 10+ years of consulting or relevant industry experience

  • 4+ years of experience overseeing multiple project teams

  • ServiceNow ITSM certification

  • A minimum of 2 full life cycle ServiceNow ITSM implementations

  • A minimum of 2 ServiceNow upgrade deployments

  • Experience in the following:

  • IT Service Management

  • Incident Management

  • Problem Management

  • Change Management

  • Release Management

  • RCA

  • Experience in ITIL Framework

  • 3+ years' experience as an engagement manager

  • Project scoping, estimating, and planning experience

  • Sales Experience

  • Bachelor's degree

  • Limited immigration sponsorship may be available

  • Ability to travel up to 50%, on average, based on the work you do and the clients and industries/sectors you serve.


  • ITIL Foundations Certification

  • 4+ years of experience in generating new client business

  • Experience collaborating and developing client relationships, developing new opportunities with clients, and identifying engagement follow-on opportunities for continuous improvement

  • Business Development experience selling 3+ year deals and offering structure and support for those deals

  • Experience across multiple industries

  • Advanced degree preferred

  • Excellent interpersonal and networking skills; along with strong communication skills both verbal and written

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the range is $168,000 - 280,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.