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Deloitte ServiceNow Senior Manager - Managed Services in Boston, Massachusetts

ServiceNow Senior Manager - Managed Services

Deloittes Technology Services Optimization practice works closely with clients across a wide spectrum of industries to identify and implement ServiceNow platform solutions leveraging all of the ServiceNow modules and/or leveraging scoped applications on the platform. Our teams goal is to deliver transformational solutions optimized for our clients unique business needs.

Work you will do/Responsibilities:

As a TSO Senior Manager, you will be responsible for coordinating teams of consultants to deliver across multiple client outsourcing engagements with excellence. You will lead and drive sales of Operate engagements.

This position requires 50%+ sales and 50%+/- delivery.

Senior Managers are expected to contribute to the firms growth and development in a variety of ways, responsibilities (with approximate percentage of time) will include:

Business Development (50%): develops and maintains contact with top decision makers at key clients, organizes and leads pursuit teams, participating and leading aspects of the proposal development process, drives proposal pricing strategy.

Practice Development & Eminence (15%): development of solutions and methodologies, development of "thoughtware" and "point-of-view" documents, public speaking and publication in industry periodicals.

Engagement Management (15%): managing engagement risk, project economics including planning and budgeting, managing accounts receivable, defines deliverable content, ensures buy-in of proposed solutions from top management levels at the client

Delivery Management (10%): work directly with clients to ensure the quality delivery of services, enhance customer satisfaction, define and advance performance metrics (KPIs), resolving escalated conflicts, provide feedback to team, drive continuous improvement opportunities.

People Development (10%): performs role of counselor and coach, provides input and guidance into the firms staffing process, and actively participates in staff recruitment and retention activities.

The Team: TSO Operate

Our Operate services focuses on on-going operations and maintenance of the ServiceNow platform, including design and implementation of system enhancements and new product features as well as testing and deploying periodic ServiceNow upgrades. Professionals have hands-on access and exposure to the latest technologies and thought leaders.

Deloittes Operate services act as an extension to clients organizations by bringing deep capabilities in advising, maintaining and enhancing technologies to serve alongside client teams to deliver insights across flexible economic models that align cost to consumption, delivery to realized outcomes and engagement accountability to a truly collaborative partnership.

Benefits to our customers include:

  • Programmatic approach to and improved focus on optimization and innovation, not just on management and maintenance

  • Adoption of leading automation technologies to improve service delivery and efficiency

  • Better cost efficiency and increased speed to market for application development

  • Improved focus on delivering business initiatives and outcomes, rather than IT staffing



  • 10+ years of consulting or relevant industry experience

  • 4+ years of experience overseeing multiple project teams

  • 4+ years of experience in generating new client business

  • ServiceNow ITSM certification

  • A minimum of 2 full life cycle ServiceNow ITSM implementations

  • A minimum of 2 ServiceNow upgrade deployments

  • Hands-on Functional Experience

  • Better cost efficiency and increased speed to market for application development

  • IT Service Management

  • Incident Management

  • Problem Management

  • Change Management

  • Release Management

  • RCA

  • ITIL Framework understanding and knowledge, ITIL Foundations Certification or higher preferred

  • 3-5 years experience as an engagement manager or equivalent

  • Experience collaborating and developing client relationships, developing new opportunities with clients, and identifying engagement follow-on opportunities for continuous improvement

  • Project scoping, estimating, and planning experience

  • Experience supporting the sales cycle, including but not limited to responding to Requests for Proposals, presenting at Orals, contributing to the creation of Statements of Work

  • Bachelors degree or equivalent

  • Must be able to travel up to 80% (while 80% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)


  • Business Development experience selling 3+ year deals and offering structure and support for those deals

  • Experience across multiple industries

  • Advanced degree preferred

  • Excellent interpersonal and networking skills; along with strong communication skills both verbal and written

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.