ServiceNow Technical Delivery Manager, Deloitte Global Technology

Job Type:  Permanent  
Work Model:  Remote  
Reference code: 134149
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

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?

 

The Technical Delivery Manager (TDM) - ServiceNow requires dedicated ongoing knowledge within specific product(s) technology. The TDM must become intimately familiar with assigned product(s) and specific technology areas. They must be able fulfill the role of "Trusted Advisor" for the ServiceNow suite of products. They need to be able to instill confidence in the team's abilities, recommend workable solutions, and drive projects to completion. In additon, they need to assists Business Solutions Analysts with product requirements documents, negotiate delivery timelines, motivate and drive the team to deliver on the timelines, mentor the team, and above all provide excellent Client Service. Additional duties may include the support of QA efforts, support of product users/stakeholders, and brokering integration efforts regarding specific technical area(s). Lastly, the TDM is to maintains relationship with other Studio teams and ServiceNow teams and potentially provide training to the user community and stakeholders.

 

Role Specific Responsibilities 

 

Lead project efforts  

 

• Develop deep relationships with the stakeholders
• Develop deep understanding and knowledge of ServiceNow functionality 
• Assist Business Solutions Analysts to capture product requirements (ongoing)
• Provide support during product integration
• Help elaborate requirements and propose solutions
• Develop process and documentation to ensure project and O&M success
• Collaborate with other teams to ensure project success
• Liaise with ServiceNow CoE to ensure team and project conformity to standards
• Manage their own timelines and objectives for all aspects of ongoing activities
• Delegate stakeholder problems and follow-up until resolved
• Act as subject matter expert for specific product or technology
• Help resolve support tickets and application issues
• Contribute to deployment and communication plan, working with the Deployment team 
  
   

People Management 

 

• Mentor junior staff in areas of Application knowledge
• Mentor junior staff in communication and Client Service Excellence
• Delegate work and ensure task completion
• Work with other Team Leads to balance allocation 
  
   

Knowledge Sharing / Documentation 

 

• Assist in developing and documenting product specific standards
• Assist with support process improvements
• Conduct knowledge transfer and mentor junior staff

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

 

Qualifications

 

• University degree in information technology, computer science, or equivalent education or professional experience
• Minimum 5-8 years of relevant experience
• Minimum 5 years extensive experience in developing technical solutions
• Minimum 5 years experience leading cross functional remote teams
• Proven ability to define and implement user and functional requirements
• Strong background in identifying and articulating stakeholder needs
• Proven product/technical skills focused on client facing applications such as Web Development 
• Proven ability to lead and inspire project teams
• Proven ability to present application solutions.
• Understanding of SDLC process as it relates to ServiceNow SDLC
• Proficiency in assigned product/technology with packaged software application
• Excellent Client Service skills
• Strong communication and negotiating skills.
• Strong organizational skills
• Proficiency in Microsoft Office Suite
• Familiarity with industry recognized project management methodology
• Familiarity with industry recognized Agile methodology

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 careers.deloitte.ca 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 careers.deloitte.ca 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.