Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 312,000 people make an impact that matters at www.deloitte.com.

About the Division

What do you get when you combine one of the most recognized names in digital transformation with innovative, cloud-based service management? Results that empower people. Deloitte and ServiceNow helps clients simplify work across their entire business, creating faster, easier, more enjoyable employee and customer experiences that put people first.

Reimagine the Flow of Work - Deloitte and ServiceNow recognize the shift organizations are making to cloud-based service models that modernize workflows. We understand the need for better processes and better ways for employees and customers to interact and engage – to make every day easier. Together, Deloitte and ServiceNow are reimagining the flow of work and creating a new standard for what employees and customers can expect. Our solutions help improve service management capabilities resulting in exceptional employee and customer experiences.

As a Senior Manager, you are a growing leader in our Service Management practice, bringing forward thinking, pragmatic and sustainable solutions to help our clients imagine, deliver and run a modern enterprise.  A Senior Manager at Deloitte works within an engagement team and is responsible for identifying business requirements, requirements management, functional design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations. A core function of a Senior Manager is growing ServiceNow business as a delivery leader. The role will also include sales including, but not limited to, creating client proposals, RFPs, and contracts, creating market points of view, building internal and external relationships.   No two days are ever the same but expect each day to be highly dynamic, collaborative and engaging as you help build our out team and advise our clients make their worlds of work, work better.  

• Is Experienced with 7+ years in Program and Project Management roles (with ServiceNow) an asset
• A strong Project Manager with a track record for delivering complex programs and projects on time and on-budget with a high degree of quality
• Familiar with ITIL and Service Management Practices
• Able to build strong relationships both internally and externally in the market to drive sales, manage quality and deliver results
• Able to travel up to 80% of your time

Key Performance Areas:

• Strategic Impact - Supports the Senior Manager on delivery of designated engagement / project, managing the implementation of the agreed deliverables
• Client Impact: External / Internal - Manages day-to-day deliverables of team on   client engagements / projects
• Operational Effectiveness - Leads  delivery of team based on the SLA and identifies and addresses any areas of concern in outputs
• Development/Growth of Team - Shares expertise and knowledge with team members and counselees on an ongoing basis
• Budgets / Profitability - Manages engagement budget through accurate budgeting,  cost control and profitability management
• Planning, control & production - Should be able to liaise, plan, manage, execute, control and report on any of the division production activities.

Key Competencies required / Talent Standards Capabilities:

Leadership / Behavioural Capabilities

• Living our Purpose - Acts as a role model, embracing and living our purpose and values, and recognizing others for the impact they make
• Influence - Influences clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
• Performance drive - Delivers exceptional client service; maximizes results and drives high performance from people while fostering collaboration across businesses and borders
• Strategic direction - Understands key objectives for clients and Deloitte, aligns people to objectives and sets priorities and direction
• Talent development - Develops high-performing people and teams through challenging and meaningful opportunities

Cross-Consulting Capabilities

• Delivery Excellence - Ability to plan and execute a project to deliver a superior client experience
• Knows the Business and Sector - Ability to comprehend how the client’s business works and keep up-to-date on industry/sector trends and leading practices
• Analytical Thinking & Problem Solving - Ability to identify and solve problems objectively using analysis, experience and judgment
• Financial Acumen - Ability to incorporate financial information when evaluating business opportunities and making recommendations
• Executive Presence - Ability to develop relationships, establish credibility with and instill confidence in clients
• Global Mindset - Ability to leverage cross-geography insights and practitioners to enhance client service delivery
• Business-Technology Acumen - Ability to articulate how technology enables and differentiates the business and communicate this effectively to clients

Specialised Capabilities

• Functional Domain Expertise - Ability to leverage a breadth and depth of HR transformation expertise to make recommendations that enable client’s strategic agenda
• Technology as a Business Enabler - Ability to define how technology offerings can support business needs and build a business case to support these needs

Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities.