Deloitte ServiceNow- Senior Manager - TSO in Stamford, Connecticut
ServiceNow Senior Manager - Technology Services Optimization
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.
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
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 50% (while 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)
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
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 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.
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
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