Technical Delivery Mgr, ServiceNow IRM/Sec Ops, Deloitte Global Technology

Job Type: Permanent
Work Model: Remote
Reference code: 135632
Primary Location: Toronto, ON
All Available Locations: Ottawa, ON; Halifax, NS; Saint John, NB; St. John's, NL; Toronto, ON; Vancouver, BC

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

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

The Technical Delivery Manager is accountable for end-to-end technical delivery and ongoing service health of assigned ServiceNow IRM and SecOps products. The role translates business, risk, compliance, privacy, resilience and security priorities into executable plans and connects product, architecture, engineering, QA, release, platform operations, vendors and stakeholders.

Role Mandate

• Own delivery from intake and discovery through design, build/configuration, testing, deployment, stabilization and continuous improvement.
• Establish clear plans, decision points, quality gates, ownership and transparent status reporting.
• Develop strong knowledge of assigned products, integrations, data flows, controls and operating processes.
• Recommend practical options, resolve delivery barriers and drive approved work to completion.
• Provide strong client service while maintaining appropriate challenge, escalation and accountability.

Primary Accountabilities

Product and Delivery Leadership

• Lead implementations, enhancements, integrations, upgrades, remediation and operational improvements across the assigned IRM and SecOps portfolio.
• Develop integrated delivery plans covering scope, milestones, dependencies, resources, environments, testing, release gates, acceptance and support transition.
• Coordinate Agile delivery, release planning and cross-team dependencies; monitor progress, forecasts, risks, decisions, costs and recovery actions.
• Assess approved changes for impacts to scope, architecture, security, data, testing, support, schedule and cost.

IRM Capability Delivery

• Guide delivery across applicable IRM capabilities, including policy and compliance, risk, controls, assessments, issues and remediation, audit, third-party risk, privacy, regulatory change, business continuity, operational resilience and reporting.
• Translate risk and compliance needs into maintainable workflows, data structures, roles, evidence, approvals, notifications, reporting and integrations.
• Coordinate dependencies across taxonomies, control libraries, profiles, entities, services, vendors, findings and remediation; promote standard platform capabilities and reusable patterns.

Security Operations Capability Delivery

• Guide delivery across Security Incident Response, Vulnerability Response, Application Vulnerability Response, threat intelligence, exposure workflows, exceptions and remediation orchestration.
• Coordinate integrations with vulnerability scanners, security monitoring and response platforms, threat intelligence, asset/service data, identity, ITSM/change, notifications and analytics.
• Ensure workflow ownership, data quality, prioritization, assignment, closure, evidence, access control, auditability and support expectations are defined.

What will your typical day look like?

Requirements, Architecture and Governance

• Partner with Product Owners, Business Analysts and architects to define outcomes, epics, stories, acceptance criteria, technical deliverables and non-functional requirements.
• Maintain traceability from approved requirements through design, testing, release and business acceptance.
• Facilitate solution reviews and document technical decisions, dependencies and exceptions while aligning delivery with platform, architecture, security, data and operations standards.

Quality, Release and Operational Readiness

• Coordinate test strategy, coverage, data, defect triage, regression needs and approval evidence.
• Lead release readiness, change approvals, deployment sequencing, rollback planning, communications, knowledge transfer and stabilization support.
• Ensure runbooks, monitoring, support procedures, ownership, escalation paths and documentation are complete; drive root-cause follow-up for production issues.

Stakeholder, Vendor and Resource Management

• Build trusted relationships across business, risk, security, platform, delivery and support teams; facilitate workshops, reviews, decision forums and executive-ready escalations.
• Negotiate feasible scope, sequencing, resources and timelines based on priority, capacity, complexity and risk.
• Coordinate distributed teams and vendors, including deliverables, resource plans, forecasts, budgets and acceptance.

People Leadership and Knowledge Management

• Mentor team members in ServiceNow, IRM/SecOps processes, technical delivery, communication and client service.
• Delegate work with clear outcomes and follow through to completion or resolution.
• Maintain reusable standards, playbooks, estimates, templates, technical documentation and lessons learned; support training and knowledge transfer.

About the team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let’s talk about you

Required:

• Bachelor’s degree in information technology, computer science, engineering or a related discipline, or equivalent relevant experience.
• 5+ years of technology delivery experience, including leadership of complex cross-functional or geographically distributed teams; final requirements should align with the career level.
• Experience delivering ServiceNow implementations, enhancements, integrations, upgrades or operational services.
• Strong knowledge of software delivery lifecycles, Agile delivery, requirements, testing, release management and production support.
• Ability to identify stakeholder needs, present technical solutions, negotiate commitments and communicate with technical and non-technical audiences.
• Working knowledge of enterprise risk, compliance, audit, privacy, resilience, vulnerability management, security incident response or related processes.

Preferred:

• ServiceNow Certified System Administrator and relevant implementation, application developer, IRM, SecOps or platform certifications.
• Experience integrating ServiceNow with security platforms, identity services, CMDB/service data, ITSM/change, content providers or analytics platforms.
• Familiarity with ITIL, Scrum, SAFe or other service and delivery management frameworks.
• Experience with enterprise architecture, integration patterns, data governance, security controls, regulated environments, vendors, budgets or capacity planning.

Total Rewards

The salary range for this position is $85,000 - $156,000, 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.