ServiceNow Product Operations Manager - Business Enablement and Communications, Deloitte Global

Job Responsibility:

Job Type: Permanent Work Model: Remote Reference code: 129387 Primary Location: Toronto, ON All Available Locations: Toronto, ON

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

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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.

What will your typical day look like?

Deloitte Global seeks an experienced and driven individual to lead the Business Enablement & Communications function within Operations for the Global ServiceNow Center of Excellence (CoE). This critical role will spearhead technology enablement, continuous learning, and communications activities, designing and implementing strategies to maximize the adoption and successful utilization of the ServiceNow enterprise platform across our global organization.

RESPONSIBILITIES

Strategic Leadership:

• Develop and implement a comprehensive Business Enablement & Communications strategy aligned with the overall ServiceNow platform roadmap and Deloitte Global's strategic objectives
• Define and track key performance indicators (KPIs) to measure the effectiveness of enablement and communication initiatives
• Foster a culture of continuous learning and ServiceNow platform adoption across the organization and Deloitte Member Firm network

Communications and Stakeholder Management:

• Develop and execute a comprehensive communications plan to effectively communicate platform changes, enhancements, and benefits to all stakeholders
• Craft compelling messaging and materials that drive awareness, understanding, and adoption of the ServiceNow platform
• Establish strong relationships with key stakeholders across the organization and Member Firm network, including senior leadership, platform users, and IT teams
• Act as a trusted advisor and subject matter expert on ServiceNow enablement and communications best practices
• Create and drive effective change management strategy for major technology projects on ServiceNow platform
• Facilitate awareness and learning sessions by effective coordination with vendor

Learning and Adoption Enablement Delivery:

• Conduct thorough needs assessments to identify ServiceNow learning and adoption requirements for diverse user groups across the organization
• Design, develop, and deliver engaging and effective ServiceNow learning programs, utilizing a variety of formats (e.g., in-person workshops, virtual sessions, e-learning modules) tailored to specific audience needs
• Oversee the creation and maintenance of all ServiceNow learning materials, including user guides, knowledge articles, and video tutorials, ensuring they are up-to-date and aligned with the latest platform features
• Support technology investment projects focused on business transformation and optimization using ServiceNow to ensure successful enablement and awareness through learning and communications.

Operational Excellence:

• Manage the Business Enablement & Communications function effectively
• Implement robust processes for tracking training participation, feedback, and knowledge management
• Continuously evaluate and improve the effectiveness of enablement and communication program
• Manage the Global ServiceNow CoE website and knowledge base repositories to drive engagement, adoption, learning and ongoing product awareness
• Coach and guide Member Firms, Stakeholders representatives in formulating the effective communications and adoption strategy in their business functions
• Create awareness material, product showcases and recorded demo for Deloitte ServiceNow COE's service offerings and contribute to enrichment of the offerings
• Create and maintain the repository of success stories
• Facilitate business value realization and gather metrics for business value
• Speaker enablement by adequate coaching and supporting the technical staff in delivering the product demo and capability presentation

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

In this role, you bring:

• A bachelor's Degree
• Minimum 5+ years of proven experience in a similar role, leading organizational enablement and training initiatives, ideally within a global technology environment
• Solid experience working with the ServiceNow platform, preferably in a large-scale enterprise setting with globally distributed delivery teams
• Demonstrated success in designing, developing, and delivering impactful training programs backed with knowledge management
• Excellent communication (written and verbal), presentation, and stakeholder management skills

Other qualifications:

• ServiceNow certifications are highly desirable
• Experience working with technology learning principles and methodologies
• Robust analytical and problem-solving skills
• Ability to work independently and as part of a team
• Ability to manage multiple projects simultaneously and prioritize effectively
• Passion for technology and driving user adoption

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 View email address on ca.edajobs.com if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or View email address on ca.edajobs.com 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 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.