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Deloitte ServiceNow- Senior Manager - TSO in Tallahassee, Florida

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.

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.

Responsibilities

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.

    Qualifications

Required:

  • 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

  • Incident Management

  • Problem Management

  • Change Management

  • Release Management

  • RCA

  • 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

  • Sales experience

  • 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)

Preferred:

  • 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.

Benefits

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.

Deloitte's culture

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.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte's impact on the world.

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you're applying to. Check out recruiting tips from Deloitte professionals.

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.

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.

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