ServiceNow Technical Delivery Manager

Reference Code 5428

Country: Canada; United States

US Locations: USA - Grand Rapids

Non-US Locations: CAN - Sw Ontario; CAN - Toronto

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.

Work you'll do

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

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.

Qualifications

• University degree in information technology, computer science, or equivalent education or professional experien
• Minimum 5-8 years of relevant experienc
• 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

Limited immigration sponsorship may be available.

Our culture

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.

Professional development

From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. 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.

Benefits

At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.