Senior Manager, ServiceNow - Operate

Job Type: Permanent
Work Model: Hybrid
Reference code: 135627
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Montreal, QC; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Vancouver, BC; Victoria, BC; Winnipeg, MB

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

What will your typical day look like?

As a Senior Manager in our ServiceNow managed services business, you will lead the delivery of ongoing application management services for one or more of our clients. You will be accountable for building trusted client relationships, providing leadership to our delivery teams, and making sure we consistently deliver on our commitments.

You will work closely with client executives and operational leaders to understand their priorities, assess how their ServiceNow environment is performing, and identify opportunities to improve service quality, platform adoption and business outcomes. You will lead regular service reviews, communicate progress, manage issues and risks, and provide practical recommendations that help clients get more value from their investment in ServiceNow. Finding ways to innovate and bring additional value to your clients will be a key factor to your success.

You will manage Deloitte’s people, processes, and commercial performance of your engagements. This includes building effective teams, developing and coaching our personnel, ensuring high quality delivery practices, managing financial performance, and ensuring that contractual commitments are understood and met. When challenges arise, you will bring the right people together, help the team work through the problem and maintain clear, open communication with the client.

You will also play a meaningful role in growing our ServiceNow business. You will identify opportunities with existing and prospective clients, shape managed services solutions, lead proposals and presentations, and work with your colleagues to bring the best of Deloitte to the market.
Beyond individual client engagements, you will contribute to the development of our practice. This may include evolving our delivery methods and service offerings, developing reusable assets, supporting recruitment, building alliances and internal relationships, contributing to market perspectives, and strengthening our ServiceNow community across Canada and globally.

No two days will be exactly the same. You can expect a role that is highly collaborative, client-facing and commercially focused, with the opportunity to lead important services, develop talented teams and help shape a growing part of our business. Your role will include both managing service delivery, and pursuing sales opportunities.

About the team

This is an opportunity to join Deloitte’s ServiceNow managed services practice. We help clients run, maintain and continually improve their ServiceNow platforms after implementation, combining deep platform knowledge with strong service management, industry and business experience.

Our work goes beyond keeping the platform operational. We work alongside our clients to improve how services are delivered, respond to changing business needs, introduce new capabilities and create sustained value from ServiceNow. Our teams bring together functional, technical, industry and service delivery skills to support complex organizations and their users.

You will be part of a collaborative Canadian practice connected to Deloitte’s broader national and global capabilities. You will work with leaders and specialists across service lines, industries and geographies to develop solutions that are practical, scalable and tailored to each client.

Enough about us, let’s talk about you

You are someone who has these skills, experience & qualifications:

• Minimum 8 years of relevant work experience, managing, selling, architecting and delivering ServiceNow services.
• Experience leading ServiceNow managed services, application support. Experience across both ServiceNow implementation and ongoing support environments is a plus.
• Proven ability to lead teams, including resources working across multiple locations and delivery centers, with an ability to grow a high-performance team through coaching and development.
• Strong client relationship skills and experience working directly with senior business and technology clients. Ability to develop long-term trusted advisor relationships.
• Demonstrated success in business development and sales, including identifying opportunities, shaping solutions, developing proposals and statements of work, participating in RFP responses, and presenting managed services offerings to clients.
• Experience managing the commercial aspects of managed services engagements, including contracts, service levels, financial performance, and resource planning.
• Travel within Canada will be required from time to time.

It would be great for you to have some of these nice to haves as well:

• ServiceNow certifications are desirable, as well as ITIL certifications, but not required for this position.
• Experience with artificial intelligence, particularly in ServiceNow, is a strong asset but is not required for this position.
• Bilingualism in English and French is considered a strong asset but is not required for this position.

Total Rewards

The salary range for this position is $97,000 - $234,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at [email protected] if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or [email protected] for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.