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Manager/Senior Manager, ServiceNow CSM

Montreal, QC
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Date: Feb 2, 2023

Location: Montreal, Quebec, Canada

Company: Deloitte

Job Type: Permanent
Reference code: 122113
Primary Location: Montreal, QC
All Available Locations: Montreal, QC; Brossard, QC; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Laval, QC; Moncton, NB; Ottawa, ON; Quebec City, QC; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Toronto, ON; Vancouver, BC; Victoria, BC; Winnipeg, MB

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

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

  • Have many careers in one Firm.
  • Partner with clients to solve their most complex problems
  • Experience a firm where wellness matters.

Are you a Customer Technology professional with excellent technical delivery skills who enjoys working with a variety of stakeholders? If so, then this is the role for you!

What will your typical day look like?

As a CSM Manager/Senior Manager within our ServiceNow Customer technology team, you will work directly with the delivery team and external stakeholders to bring together all of the client's current business requirements and processes. You will work with the delivery team in developing a solution to meet the customer's needs while improving their current situation. You will use your knowledge to participate and support process improvement initiatives.

About the team

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 300 dedicated, highly certified team members who are serving some of the most iconic Canadian and Global brands to imagine, deliver and run great customer experiences.
We are proud to be a Global Elite Partner of ServiceNow’s. 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:
• 3-5 years of experience working with ServiceNow CSM (Customer Service Management)
• 5+ years of experience with ServiceNow or other SAAS CSM design and architecture
• Ability to work with a large number of stakeholders with strong people and management skills
• Demonstrated experience in the management of functional and business requirements, and the delivery of projects as a Project/Program Manager with ServiceNow or other SAAS solutions.
• Established background in carrying out the functional analysis of a project from beginning to completion
• Proven ability with Customer operations technology including, but not limited to; Customer Operations, Customer Portal, Customer Experience

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships - between leaders and their people, the firm and its people, peers, and within in our communities.

The next step is yours

At Deloitte, we are all about doing business inclusively - that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.


Job Segment: QC, Business Process, Developer, Equity, Manager, Quality, Management, Technology, Finance

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