Senior Manager, Transformation Delivery Lead (FSI), ServiceNow, Technology & Transformation

Connect to your Industry

At Deloitte we help clients around the world help resolve their most critical information and technology challenges, across the breadth of IT & Digital, from strategy through to implementation and managed services. With a team of more than 1700 people working in Technology in the UK, we bring our passion, experience, and technology skills to bear on our clients most high-profile technology projects.

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. We focus on delivering high value sustainable change and business outcomes and work closely with ServiceNow leadership and product teams to address the future challenges faced by our clients.

As part of our ServiceNow team, you will benefit from a role that gives you the opportunity to build, shape and innovate transformative solutions; leading client relationships and solution delivery as soon as you join. You will broaden your skills by working on complex, transformational solutions across a range of clients and gain valuable experience in developing and building businesses across our industries and our consulting network.

Discover more about our ServiceNow capability at https://www.deloitte.com/global/en/alliances/servicenow.html

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way

Connect to your opportunity

As a Senior Manager in our ServiceNow Financial Services practice, you will lead complex transformations from strategy to value realisation. You will own programme, client and commercial outcomes, advise senior executives, lead multidisciplinary teams and help grow our Financial Services business by helping clients use ServiceNow, automation and AI-enabled ways of working to improve services, operations, controls and resilience.

Key Responsibilities

• Lead end-to-end delivery of complex ServiceNow transformation programmes.
• Own scope, quality, timeline, budget, benefits and client satisfaction.
• Establish governance, plans, resource forecasts, financial controls and reporting to protect delivery quality, profitability and risk outcomes.
• Manage risks, issues and dependencies, protecting delivery outcomes.
• Act as the final point of review for client deliverables, ensuring outputs are high quality, commercially robust, risk-aware and tailored to senior stakeholder audiences.
• Advise senior stakeholders and drive decisions on priorities and trade-offs.
• Help clients shape and deliver ServiceNow-enabled transformation that improves service experience, operational resilience, automation, governance and adoption of AI-enabled ways of working.
• Lead multidisciplinary, distributed teams and ensure delivery meets FSI control and resilience expectations.
• Work across Deloitte’s wider Consulting, Financial Services, risk, AI, technology and alliance teams to shape integrated ServiceNow-enabled solutions and bring the best of the firm to clients.
• Build trusted client relationships beyond immediate project stakeholders, shape follow-on opportunities, improve delivery standards and develop future leaders.

Connect to your skills and professional experience

Essentials:

• Proven leadership of large-scale ServiceNow transformations in complex enterprises.
• Strong Financial Services knowledge, including regulation, risk, controls and resilience.
• Broad ServiceNow platform experience beyond traditional IT workflows, including enterprise service management, workflow automation, risk and resilience, AI-enabled operations and Financial Services-related capabilities.
• Strong understanding of how AI, automation and workflow platforms can improve business operations, customer or employee experience, controls and productivity in Financial Services.
• Experience shaping, mobilising and governing multi-workstream programmes.
• Proven ability to translate client business priorities into ServiceNow-enabled transformation roadmaps, business cases and delivery plans.
• Inclusive leadership style, with a track record of building high-performing teams, supporting wellbeing, coaching senior practitioners and improving delivery capability.
• Consulting or professional services experience, with a strong focus on client value, quality, risk and integrity.
• Ability to influence C-suite stakeholders and lead distributed, multi-supplier teams.
• Strong commercial judgement, communication and problem-solving skills.
• Consulting experience and knowledge of Agile delivery methods.

Desirables:

• ServiceNow, programme management or ITIL certification.
• Experience developing market propositions, thought leadership, bids and go-to-market activity, particularly where ServiceNow enables enterprise transformation, AI-enabled operations, governance or business workflow improvement.

Connect to your business - Technology and Transformation

Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.

Enterprise, Technology and Performance

Our clients want to achieve maximum value from digital transformation investments in Finance, Supply Chain and IT operations. That’s where we come in. By taking a holistic view of performance improvement, including strategy, process design and technology enablement, we support the smooth operation of transformations.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

“What I love most about my role is the measurable impact we create. We're not just configuring a platform; we are architects of transformation, using ServiceNow to solve real-world challenges for our clients. The best part is doing it alongside a team of brilliant, supportive, and driven individuals who are all committed to making a difference and helping each other grow”. - Teena Tanna, Technology & Transformation

Our hybrid working policy

You’ll be based in one of our UK offices with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support 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. Please check with your recruiter for the specific working requirements that may apply for your role.

For a full job description, please visit our online Deloitte Careers portal.