Senior Manager, Solutions Delivery
Job Type: Permanent
Reference code: 126213
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Vancouver, BC; Victoria, BC; Winnipeg, MB
Our Purpose
At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.
By living our Purpose, we will make an impact that matters.
- Be encouraged to deepen your technical skills…whatever those may be
- Partner with clients to solve their most complex problems
- Experience MyFlex and an agile work environment where work is what you do not where you do it
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What will your typical day look like?
Sr. Manager for ServiceNow will serve as a Product/Technology owner for the platform, along with leading a technical team focused on ServiceNow architecture & operations. This person should have a strong technical foundation matched with a focus on customer experience and a collaborative spirit and talent for building strong relationships. As the leader you will be responsible for building a new ServiceNow practice to support existing highly used platform.
- Utilize best practices for defining business capabilities, understanding core requirements, designing technical solutions, and managing ongoing support.
- Manage and prioritize our backlog of work over sprints to ensure that we have a clear roadmap for delivery, we set and meet milestones, and balance work across our internal team, leveraging external implementation partners when necessary.
- Serve as the technology product owner for ServiceNow platform and partner cross functionally to ensure systems integrate and operate as designed and intended to support global process execution.
- As the people leader for a growing team, you are invested in the team, support their growth, help foster a strong sense of team culture, and inspire everyone to come together and do their best work.
- Build and maintain strong relationships with business stakeholders across organization.
- This role involves driving the evolution of the ServiceNow environment, managing the core platform team, and overseeing all technical and strategic governance.
- The ideal candidate will continuously evaluate and integrate the latest platform features, maintain a capability view, and foster strong stakeholder relationships to deliver top-tier customer satisfaction.
- You will be instrumental in defining objectives, optimizing processes, and ensuring the platform's stability and performance to maximize business outcomes.
Enough about us, let's talk about you
Minimum REQUIRED Knowledge, Skills, & Abilities:
- Bachelor's degree in computer science or a related field.
- 10+ years of progressively increasing responsibility in IT applications with a minimum of 2 years partnering and working with multiple business functions on the implementation of new capabilities enabled by IT.
- 5+ years leading a ServiceNow technology team with a track record of continued growth and responsibilities.
- Strong business acumen along with proven collaboration and facilitation skills.
- Extensive business system analysis skills and strong experience with system development lifecycle methodologies [e.g. Agile (SAFe/Scrum)]
- Experience in minimum 3 of following areas of the ServiceNow platform: ITSM (IT Service Management), SPM (Strategic Portfolio Management), CSM (Customer Service Management), HRSD (HR Service Delivery), LSD (Legal Service Delivery), ITAM (IT Asset Management), Virtual Agent.
- The ability and willingness to be hands-on with the platform as necessary to ensure group success.
- Experience in change management and influencing across complex areas such as process design, tradeoffs in systems, scaling programs through company life stages, etc
- Proven track record of influencing, leading, and facilitating initiatives with multiple senior stakeholders.
- Previous product management or product ownership experience as a technical lead, technical manager, or technology owner.
- Vendor management and SaaS software experience.
- Track record of strong verbal, presentation, and written communication skills and the ability to tell a story with data.
- Strong focus on customer/technology experience - we love our internal customers and hope you will too!
Nice to have:
- Agile SAFe/Scrum certifications, Project Management certifications
- ITIL certification
- ServiceNow certifications
Total Rewards
The salary range for this position is $104,000 - $215,000, 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. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte 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.
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. Our TVP is about relationships - between leaders and their people, the firm and its people, peers, and within in our communities.
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 accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).
By applying to this job you will be assessed against the Deloitte Global Talent Standards. We've designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.