ServiceNow Digital Foundry and Operate Senior Manager

Management Consulting | Customer & Marketing
Same job available in 11 locations

Position Summary

ServiceNow Senior Manager Customer & Marketing is creating a new model for a new age-we're an agency and a consultancy. Understanding the digital space and preparing for what's next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done and rewire the competitive fabric of entire industries. That's the power of driving disruption. That's Customer & Marketing. 

The team: Digital Foundry & Operate

Our ambition is to be the best in the world at driving customer transformation through the operation and continuous innovation of scaled technology solutions to enable commercial strategies, create distinctive experiences, and the application of digital technologies.

Work you'll do A Senior Manager at Deloitte, you will:

Client and Account Management: Manage day to day interactions with executive clients and sponsors, and Deloitte account team leaders

Delivery: Manage and deliver client engagements encompassing implementation, operation, and continuous innovation of strategic technology platforms at scale.  Responsibilities include, among others: managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures. Managing operational performance including SLAs, efficiency measures, demand planning, and profitability

Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies including creative deal constructs to include Operate and potentially also Advise and Implement

People Development: Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

ServiceNow

ServiceNow is Deloitte’s technology of choice to simplify and transform the way we provide support and deliver services through world class enterprise management

Qualifications Required

·       Ten+ years of consulting and / or CRM operate/implement experience

·       Experience in key industry solutions (e.g., Amdocs, Oracle, NetCracker, CSG, SFDC, ServiceNow) and their capabilities Experience managing large-scale full-life cycle implementations of CRM solutions in conjunction with solution operation

·       Experience with defining deals with respect to operate considerations including but not limited to to cost reduction, SLAs, security, stability, coverage, and assets

·       Leadership experience in defining global resource/coverage mixes and plans, leverage models, productivity models, and in driving approaches for automated solutions such as ticketing and monitoring

·       Experience managing global service delivery from multiple centers

·       Experience carrying a business development quota and leading business development pursuits end-to-end; experience in payment approaches beyond fixed feed and time and material such as capacity based, outcome based, etc

·       Ability to travel up to 50% (While 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)

·       Limited immigration sponsorship may be available

·       Bachelor's degree in computer science, information systems, or other technology-related field or equivalent number of years of experience

 

Preferred

·       Expertise in an industry vertical (i.e. Financial Services, Life Sciences, Manufacturing, Technology, Retail, Media, etc.)

·       Experience presenting to clients or other decision makers to present and sell ideas to various audiences (technical and non-technical)


Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Learn more about our commitment to developing our people.


As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 39798

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