AMS Service Delivery Manager, ServiceNow

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.

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.

• 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.

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.