Senior Manager, ServiceNow - Operate

10/21/26

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Job Type: Permanent Work Model: Hybrid Reference code: 135627 Primary Location: Toronto, ON All Available Locations: Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Montreal, QC; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Vancouver, BC; Victoria, BC; Winnipeg, MB

What will your typical day look like?

As a Senior Manager in our ServiceNow managed services business, you will lead the delivery of ongoing application management services for one or more of our clients. You will be accountable for building trusted client relationships, providing leadership to our delivery teams, and making sure we consistently deliver on our commitments.

You will work closely with client executives and operational leaders to understand their priorities, assess how their ServiceNow environment is performing, and identify opportunities to improve service quality, platform adoption and business outcomes. You will lead regular service reviews, communicate progress, manage issues and risks, and provide practical recommendations that help clients get more value from their investment in ServiceNow. Finding ways to innovate and bring additional value to your clients will be a key factor to your success.

You will manage Deloitte's people, processes, and commercial performance of your engagements. This includes building effective teams, developing and coaching our personnel, ensuring high quality delivery practices, managing financial performance, and ensuring that contractual commitments are understood and met. When challenges arise, you will bring the right people together, help the team work through the problem and maintain clear, open communication with the client.

You will also play a meaningful role in growing our ServiceNow business. You will identify opportunities with existing and prospective clients, shape managed services solutions, lead proposals and presentations, and work with your colleagues to bring the best of Deloitte to the market.
Beyond individual client engagements, you will contribute to the development of our practice. This may include evolving our delivery methods and service offerings, developing reusable assets, supporting recruitment, building alliances and internal relationships, contributing to market perspectives, and strengthening our ServiceNow community across Canada and globally.

No two days will be exactly the same. You can expect a role that is highly collaborative, client-facing and commercially focused, with the opportunity to lead important services, develop talented teams and help shape a growing part of our business. Your role will include both managing service delivery, and pursuing sales opportunities.

About the team

This is an opportunity to join Deloitte's ServiceNow managed services practice. We help clients run, maintain and continually improve their ServiceNow platforms after implementation, combining deep platform knowledge with strong service management, industry and business experience.

Our work goes beyond keeping the platform operational. We work alongside our clients to improve how services are delivered, respond to changing business needs, introduce new capabilities and create sustained value from ServiceNow. Our teams bring together functional, technical, industry and service delivery skills to support complex organizations and their users.

You will be part of a collaborative Canadian practice connected to Deloitte's broader national and global capabilities. You will work with leaders and specialists across service lines, industries and geographies to develop solutions that are practical, scalable and tailored to each client.

Enough about us, let's talk about you

You are someone who has these skills, experience & qualifications:

• Minimum 8 years of relevant work experience, managing, selling, architecting and delivering ServiceNow services.
• Experience leading ServiceNow managed services, application support. Experience across both ServiceNow implementation and ongoing support environments is a plus.
• Proven ability to lead teams, including resources working across multiple locations and delivery centers, with an ability to grow a high-performance team through coaching and development.
• Strong client relationship skills and experience working directly with senior business and technology clients. Ability to develop long-term trusted advisor relationships.
• Demonstrated success in business development and sales, including identifying opportunities, shaping solutions, developing proposals and statements of work, participating in RFP responses, and presenting managed services offerings to clients.
• Experience managing the commercial aspects of managed services engagements, including contracts, service levels, financial performance, and resource planning.
• Travel within Canada will be required from time to time.

It would be great for you to have some of these nice to haves as well:

• ServiceNow certifications are desirable, as well as ITIL certifications, but not required for this position.
• Experience with artificial intelligence, particularly in ServiceNow, is a strong asset but is not required for this position.
• Bilingualism in English and French is considered a strong asset but is not required for this position.

Total Rewards

The salary range for this position is $97,000 - $234,000, 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. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.