Senior Manager, Functional Lead, ServiceNow in London

At Deloitte we help clients around the world resolve their most critical information and technology challenges, across the breadth of IT & Digital, from strategy through to implementation and managed services. Our ServiceNow capability is a rapidly growing part of our business. As a 'Global ServiceNow Partner' we provide services across all four Partner capacities to our global clients. We transform businesses through the design and implementation of ServiceNow, developing innovative solutions on the platform to tackle our clients' most pressing needs.

In the Functional specialist role, you will partner with our clients and act as the bridge between our business stakeholders and our development teams. Your role will be responsible for leading workstreams within a wider program and driving the translation of business requirements into functional designs.

You will play a critical role across client delivery, driving workstream objectives, engaging with business stakeholders and working alongside solution architects to identify, design and deliver ServiceNow solutions that support our clients' objectives.

• Cultivate and manage client relationships, building trust and eminence across the client architectural stakeholder landscape.
• Work with our clients to determine and capture business requirements and translate into functional requirements for the ServiceNow solution.
• Provide ServiceNow Subject Matter Expertise, advising and guidance to business stakeholders on business practices and approaches regarding ServiceNow use and its functionality.
• Lead Programme workstreams and manage project timelines, deliverables and risks with the governance of the overall programme.
• Provide leadership within your workstreams, build a sense of team and collaboration.
• Support in testing cycles, able to engage with the testing community and deliver effective testing cycles throughout the programme engagement.
• Demonstrate awareness of future road mapped ServiceNow features and functionality, and an understanding of potential impacts to emerging client designs.
• Oversee the development and maintenance of core agile documentation and ceremonies (user stories, product/sprint backlog, sprint reviews etc.).
• Able to communicate complex technical concepts to both non-technical and technical stakeholders in a clear and concise manner.
• Work with business stakeholders and program peers to identify and address implications of target functional designs including considerations across operationality, maintainability, user experience and business change.
• Lead specific workstreams within an overall programme/project in accordance and in adherence with the programme/project plan and align with Programme governance.
• Able to identify risk and issues and raise promptly through programme governance.
• Develop high quality design and facilitation material, and workshop material and presentation material.

You will play a vital role in growing and developing our delivery pipeline, developing new business opportunities, and expanding the firm’s client base.

• Support in the development of proposals, able to own key elements of the overall proposal.
• Able to support in commercial shaping of propositions, proposals and service offerings.

As a prominent member within our ServiceNow architectural & technical community you will play a significant role in developing our culture and our people in the following ways:

• Provide guidance and support to team members across within program delivery and our op unit.
• Mentor and coach team members to help them develop their skills and advance their careers.
• Able to play a key role in our ServiceNow business, shaping our community across our internal pillars.

• Extensive experience working with ServiceNow in a functional or business analyst role, working on applications including (but not limited to) ITSM, HRSD, iRM, ITOM, and CSM.
• Proven track record working in ServiceNow programmes of work for large enterprises including a strong understanding of service management processes including but not limited to IT, HR, Customer, and Finance.
• Understanding of the ServiceNow platform, applications and their functionality (forms, flows, rules, integrations etc.) and the business function in which they support.
• Proven experience in writing user stories, process documentation and functional specifications.
• Understanding of ServiceNow development practices and proficient in all phases of program delivery including Scrum/Agile frameworks.
• Able to deliver work independently and manage multiple priorities.
• Demonstrated ability to work in a fast paced, challenging, and varied environment.
• Strong digital transformation experience for tier one clients across multiple industries in an advisory or consultancy capacity.
• Developed presentation skills, with ability to be articulate and explain complex technical solutions across a variety of stakeholder types.
• Demonstrate critical thinking and problem solving and can work without clear instruction.
• Enthusiasm and passion for the delivery of market leading solutions that make a difference for our clients.

• Certified ServiceNow System Administrator.
• Certified ServiceNow Implementation (CIS) in 2 or more applications.
• Familiarity with CSDM 5.0.
• Experience in ServiceNow reporting, dashboard, performance analytics and platform analytics.
• Certified in ITIL v3/4 Foundation or higher certifications.
• Familiarity of project sales cycle, including programme structures, resourcing, and cost modelling.

Our hybrid working policy allows you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing.

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too.

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.