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Senior Manager, Engagement - DAS ServiceNow

Company: Deloitte
Location: Hermitage
Posted on: May 13, 2022

Job Description:

Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.

Senior Manager, Engagement - DAS ServiceNow
Preferred Location: Hermitage/Nashville, TN

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte's Information Technology Services (ITS). We are insatiably curious and life-long learners focused on technology and innovation.


  • General Responsibilities
    • Implements the strategic direction, operations, and maintenance for assigned products or applications in the ServiceNow space.
    • Leads and oversees all software development projects for a product portfolio.
    • Manages all design, development and QA aspects of multiple projects concurrently using the SAFe Methodology.
    • Directs, evaluates and monitors the progress of product and facilitates discussions with various groups around business objectives, functionality, architecture, and product development.
    • Researches new and emerging market trends to evaluate the direction and longevity of product in the market.
    • Monitors compliance to standardized procedures and best practices and creates new policies and processes as needed.
    • Oversee product roadmap, planning, delivery, release management, and deployment to ensure technology standards, governance and business needs are met.
    • Product Responsibilities
      • Guides the strategic direction, operations, and maintenance for ServiceNow across all implemented modules and other assigned products or applications. Leads and oversees all software development projects for a product portfolio.
      • Manages the ServiceNow studio to ensure that product roadmaps are developed and executed in line with the established strategy.
      • Monitors and prepare development product work plans, budget, and schedules. Tracks the costs on a regular basis against the budget.
      • Will directly manage the project budget and project timeline provide leadership with status updates, potential risks and issues. Also, may engage leadership in the budgeting and planning process at a channel level.
      • Oversees and conducts research on competitive products both internally and externally; Understands business and industry direction to determine and provide advice on product future.
      • Seek ways to reduce application related costs and increase efficiencies of applications in production.
      • Integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for all channel-related products.
      • Ensure that all products support the appropriate business processes and have the appropriate support and maintenance processes in place.
      • Project Responsibilities
        • Leads the design, development and delivery aspects of the ServiceNow platform or other assigned products. Partners with business and technical leaders to deliver, maintain, support enterprise wide business solutions.
        • Lead all development aspects for Deloitte Application Studios projects in partnership with PMO
        • Ensure all development and maintenance projects are in accordance with channel strategy, and adhere to product and channel vision and product innovation roadmaps.
        • Head project execution, resource utilization, and overall leadership and coordination efforts to ensure projects are completed on schedule and within budget.
        • Provide insight, oversight, strategic context, direction, and leadership to the Community of Practice staff involved in the effort.
        • Partner with channel leaders and project team to design, develop, and support Enterprise wide solutions.
        • Develop project documentation in collaboration with PMO-e.g., project initiation documentation, budget, project plan, and resource plan.
        • Ensure resources assigned to projects are meeting deadlines and focused on the right activities.
        • Escalate issues, risks, and decisions to the Channel Leader or other stakeholders as necessary and develop mitigating actions.
        • Monitor progress and status of deliverables.
        • Ensure proper functioning of the Products / Applications and recommend upgrades as necessary.
        • Review projects for completeness of thought and consistency of approach and interface.
        • Own product releases and provide status to Deloitte Application Studios and ITS leadership; escalate issues proactively.
        • Ensure standards, procedures, and methodologies in the delivery life cycle are followed.
        • Communicate development and production status and issues to management and stakeholders.
          • Project Delivery Teaming
          • Organize and manage multiple product development teams
          • Partner with PMO to prepare overall project schedule, milestones, tasks, and estimates.
          • Participate in technology/solution decisions with architecture and product teams for projects.
          • Partner with Solution/Application Architects to ensure that technical design, unit testing, deployment, and implementation requirements are properly documented.
          • Partner with Business System Analysts (BSA) to analyze business and functional requirements which have a impact on business applications.
          • Work with offshore Technical Delivery Manager to optimize the mix of the development resources.
          • Coordinate with architecture and development teams to perform code reviews to ensure that all solutions are aligned to pre-defined architecture/design.
          • Coordinate with BSAs and Quality Engineering teams to ensure proper testing is performed
          • Motivate and lead project delivery teams and instill a mindset of continuous process improvement.
            • Offshore Team Oversight
            • Manage daily progress and status of deliverables on projects.
            • Manage both internal teams and offshore vendor teams project delivery, plans, and ensure proper staffing.
            • Ensure that all project resources are focused on the effort they are aligned to.
            • Closely monitor workload of all employees and offshore vendor resources assigned to project.
            • Promote effective teamwork and spirit of partnership.
              • Bachelor's degree in Computer Science, Business Administration or equivalent educational or professional experience and/or qualifications. An advanced degree is also preferred.
              • Minimum of 10 years of in-depth experience in developing and delivery of enterprise level solutions. Experience managing Agile/Scrum/SAFe projects..
              • Experience working with business application owners and development teams to document and clarify business and user requirements and manage scope of defined features and functions during project lifecycle.
              • Proven expertise in managing the delivery of mid-to-large Cloud based enterprise applications needed.
              • ITIL certification preferred.
              • Minimum 3 years of ServiceNow implementation experience required in large complex environments.
              • Firm understanding of ServiceNow applications and modules including ITSM, ITBM, APM, CSM, ITAM, Portals and ITOM.
              • Ability to understand and relate to the business objectives and provide a high-quality automated solution.
              • Ability to adjust communications to both technical and non-technical audiences.
              • Must have strong analytical abilities, negotiation/presentation skills, and organizational/planning abilities.
              • Ability to drive teams to meet consensus, and have vivid passion for applications delivery.
              • Strong project management and team management skills.
              • Experience in implementing quality guidelines, standards and procedures.
              • Creative - able to think outside the box; uses knowledge gained through prior experience, education, and training to resolve issues and remove project barriers.
              • Drive for results - maintains constant awareness of projects and clients; keeps product owners focused on short and long term milestones.
              • Ability to establish and maintain positive working relationships with customers, yet represent accurately the perspective of Technology.
              • Experience working directly with clients and providing consultation.
              • Strong written and verbal communication skills.
              • Strong leadership and management skills
              • Collaboration and decision making skills
              • Experience interfacing with external software design and development vendors preferred.
              • Ability to work productively with all levels in an large organization
              • Travel up to 10% (While 10% 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.


Keywords: Deloitte, Akron , Senior Manager, Engagement - DAS ServiceNow, Executive , Hermitage, Ohio

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