Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

What will your typical day look like?

As a ServiceNow Team Lead, you will lead a small team to deliver 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 work with our Senior Managers to understand the contract and our commercial commitments. You will also work with them as part of our growing ServiceNow business.

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

This is your opportunity to work in Operate at Deloitte. Operate services harness the latest technologies, talent, and capabilities from all over the world to deliver ongoing outcomes and client value. We do more than traditional business process outsourcing. We do more than just “keeping the lights on.” We work shoulder-to-shoulder with clients and their customers, constantly adapting to the pace of change, to ideate, innovate, and embed continuous advantage at the heart of their operations. And we do it with the kind of drive and passion that comes from loving what you do—and who you do it with.

We are proud to be a Diamond Sponsor of ServiceNow events 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

You are someone with these required skills, experience & qualifications:

• Minimum 5 years’ experience with the ServiceNow platform, with at least 2 years in application maintenance and support. Experience in both implementation projects and application support environments is an asset.
• Minimum 2 years’ experience in leading other resources such as assigning work to them, monitoring their progress, assessing the quality of their work, and providing feedback to them.
• Must have strong written and verbal communication skills in English. French is also desirable but not required. Demonstrated ability to develop workshop presentations and process documentation (Microsoft Visio, PowerPoint, Word skills).
• Ideal candidates are self-motivated with a proven track record of delivering solutions to challenging business problems.
• Experience working in a client facing role with both technical and functional stakeholders with strong relationship management skills and a passion for client satisfaction and delivery excellence. Strong interpersonal skills are important.
• Facilitate workshops and training sessions to educate clients on ServiceNow capabilities and best practices.
• Organized and analytical.
• Ability to balance multiple priorities in a fast-moving environment.

It would be great for you to have some of these nice to haves as well:

• Experience in hands-on experience in ServiceNow such as design,