You're using an older version of Internet Explorer that is no longer supported. Please update your browser.
Deloitte

AMS Service Delivery Manager, ServiceNow

Posted 18 days ago

Job Description

Job Type:Permanent
Work Model:
Hybrid
Reference code:
127672
Primary Location:
Toronto, ON
All Available Locations:
Toronto, ON

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.
By living our Purpose, we will make an impact that matters.
  • Learn from deep subject matter experts through mentoring and on the job coaching
  • Be encouraged to deepen your technical skills...whatever those may be.
  • Have many careers in one Firm.

What will your typical day look like?

As a Service Delivery Manager, you will lead the delivery of application maintenance and support (AMS) services to one or more of our clients where ServiceNow is the primary application being supported.
You will be responsible for managing a team of resources, assigning work packages to them, tracking progress and due dates, and ensuring that we deliver our commitments to our clients. This may include developing workplans for upgrades or enhancements.
In managing a team of resources, you will monitor their progress, productivity and quality of their work. You will provide feedback and coaching to help them develop their skills.
You will communicate with our client regularly. This will include documenting and presenting our status to the client such as meeting service level commitments, due dates, issues, risks, and our recommendations.
You will understand the contract and the commitments and obligations in it, and the commercial and financial model we have in the contract.
Working with our Senior Managers and Partners you will be part of our growing ServiceNow business as a delivery leader.
No two days are ever the same but expect each day to be highly dynamic, collaborative and engaging as you help build our out team and advise our clients make their worlds of work, work better.

About the team

At Deloitte, we are helping enterprises reduce the experience gap between the consumer grade experiences they have at home and the ones they have at work. Our team has over 100 dedicated, highly certified team members who are serving some of the most iconic Canadian and Global brands to imagine, deliver and run great enterprise service experiences.
We are proud to be a Diamond Sponsor of ServiceNow and one of few Global Elite partners. With global reach and scale, we are able to offer our Canadian clients a global capability with a highly qualified local presence.

Enough about us, let's talk about you

• Minimum 5 years' experience with the ServiceNow platform, with at least half of that time involved in application maintenance and support.
• Minimum 2 years' experience in AMS Service Delivery Management (such as managing the inflow and outflow of incidents and enhancements, and managing service level metrics) and/or Project Management. Experience as an AMS SDM plus experience in developing small workplans is highly desired.
• Strong client relationship skills such as identifying and communicating issues and risks, presenting progress of our workplans and service level commitments, and developing a healthy partnering relationship.
• Experience in working with and managing resources in remote locations both in North America and abroad is a plus.
• Understanding contracts and financials are a plus.
Bilingualism in French and English is not required for this position, but it is a positive attribute.

Total Rewards

The salary range for this position is $98,000 - $164,000, 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. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte 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 accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca 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 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.

Job Segment: Financial, Service Manager, Equity, Developer, Project Manager, Finance, Customer Service, Technology

About Deloitte

Deloitte, one of Canada's leading professional services firms, provides audit, tax, consulting, and financial advisory services. Deloitte LLP, an Ontario limited liability partnership, is the Canadian member firm of Deloitte Touche Tohmatsu Limited. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms. Deloitte, l'un des cabinets de services professionnels les plus importants au Canada, offre des services dans les domaines de la certification, de la fiscalité, de la consultation et des conseils financiers. Deloitte S.E.N.C.R.L./s.r.l., société à responsabilité limitée constituée en vertu des lois de l’Ontario, est le cabinet membre canadien de Deloitte Touche Tohmatsu Limited. Deloitte désigne une ou plusieurs entités parmi Deloitte Touche Tohmatsu Limited, société fermée à responsabilité limitée par garanties du Royaume-Uni, ainsi que son réseau de cabinets membres dont chacun constitue une entité juridique distincte et indépendante. Pour obtenir une description détaillée de la structure juridique de Deloitte Touche Tohmatsu Limited et de ses sociétés membres, voir www.deloitte.com/ca/apropos.

Industry

Management and Consulting

Company Size

5001-10,000 employees

Application closing date is 2025-01-18

Interested in jobs like this?

Sign up for email alerts
Get job alerts

Work with our Featured Employers

M space man icon M
Watch now
H O T Marketing. Tips. Sauce.
Marketing On Mars Podcast Full episodes twice per month
Job successfully reported

Thank you for helping us identify suspicious behaviour.