ServiceNow Operations Manager Deloitte

During your tenure in ServiceNow team you will demonstrate and develop your capabilities in the following area:

• Defines how the engagement should impact broader business objectives and creates a team environment that builds accountability for and commitment to meeting engagement objectives
• Lead projects and provide strategic direction across the account to deliver a superior client experience
• Builds deep sector expertise and manages engagements across accounts within chosen industry/sector
• Leads initiatives to develop and market intellectual capital in chosen sector
• Recommends new and innovative approaches to analyzing data and solving problems to help draw meaningful conclusions
• Develops new ideas that challenge conventional thinking and recognizes opportunities where others may not
• Focuses client on value-generating initiatives to accelerate the pace of change; identifies metrics to monitor and analyze performance against corporate goals
• Stays current with a client s business and financial situation and understands financial impacts of proposed solutions
• Manages and advances relationships with clients beyond immediate engagement needs and serves as a trusted advisor, setting aside personal agenda to strengthen interactions with clients
• Takes control of challenging situations and diffuses escalated situations calmly by controlling own emotions and recognizing emotions in others
• Participates and leads aspects of the proposal development process; assembles a pursuit team with the necessary skillset and knowledge needed to prepare sales materials
• Adopts a global approach to networking, building eminence and assembling teams to best serve clients
• Articulates an informed opinion on leading edge technologies and how they affect emerging business models in domain area
• Leads the design of the client s ServiceNow strategy and operating model and ensures proper alignment between the business strategy and the supporting IT strategy throughout the development
• Stays current on emerging trends and technologies within the ServiceNow space and uses to drive innovative solutions based on client s desired functionality, improve the user experience and enhance IT service delivery
• Lead the architecture components of the work to design the client s architecture blueprint, across the various layers (business, integration, data, application, security, infrastructure) leveraging ServiceNow s product suite
• Ability to understand clients baseline architecture and develop the roadmap identifying business impact / benefit
• Anticipates and articulates broader organizational implications of proposed IT recommendations
• Leads the development and automation of IT processes to generate efficiencies within the function
• Leads a team to develop a robust ServiceNow implementation and defines integration points with the broader business

Leadership Capabilities:

• Acts as a role model, embracing and living our purpose and values.
• Actively contributes to building the talent pipeline; creates a talent experience that attracts, develops and retains top talent and high performing teams
• Creates opportunities to drive impact; anticipates client needs and delivers superior results by leveraging each person s strengths to build high performing teams across businesses and borders
• Perform role of counselor and coach, provide input and guidance into the firm s staffing process and actively participate in staff recruitment and retention activities
• Builds deep relationships across a diverse network and uses a flexible influencing style to gain buy-in and drive impact
• Translates broader strategy into a compelling team vision and goals; aligns the team and sets priorities to achieve objectives
• Applies deep knowledge of disruptive trends and competitor activity to drive continuous improvement
• Establishes a strong leadership brand and inspires followership through passion, integrity, and appreciation of others

Qualifications:

• 10+ years of ServiceNow or relevant consulting or industry experience
• Multiple ServiceNow mainline accreditations
• ServiceNow Certified Master Architect or ServiceNow Certified Technical Architect
• Experience in the ServiceNow Sales cycle
• Business development experience and high comfort level meeting with and presenting to CxO and VP levels
• Competencies required in one or more of the following areas: ServiceNow Strategy, Digital Transformation, Enterprise software Implementation
• Experience managing large, complex projects with 12+ resources within a consulting environment, with a vendor or within an enterprise IT team
• Industry expertise in Public Sector, Energy & Resources, FSI or TMT, with proven experience of delivering ServiceNow strategy, operating model and/or EA projects into these sectors
• An undergraduate degree in Economics, Business Administration, Finance or Industrial Engineering, MBA or a relevant Master degree is a plus
• Good command of written and spoken English language. Arabic is a plus
• Excellent knowledge in MS office applications especially in PowerPoint, Word and Excel
• Certifications in related methodologies including PMP, TOGAF, Zachman, Lean, Six Sigma, BPR techniques and implementation methodologies and ServiceNow Certified Implementor certifications
• Ability to handle multiple tasks and responsibilities in a deadline-oriented environment and flexible work hours
• A willingness to travel 80 - 100% of the time