ServiceNow Manager – Enterprise Technology & Performance

About the role

Deloitte’s Enterprise Technology & Performance team is seeking a ServiceNow Manager to lead end‑to‑end implementations for clients across New Zealand. You will work closely with organisations to understand their workflow challenges and deliver ServiceNow‑based solutions that improve efficiency and service delivery.

Key responsibilities

• Manage full‑cycle ServiceNow projects, ensuring best practices and high‑quality delivery.
• Facilitate client workshops to capture business requirements and translate them into actionable development tasks.
• Develop and maintain comprehensive documentation for configurations, integrations, and system processes.
• Provide expert guidance on ServiceNow upgrades, patching, and ongoing maintenance.
• Act as Scrum Master for implementation projects, applying Agile methodologies and tracking sprint progress.

Required profile

• 5+ years of consulting experience with a focus on ServiceNow.
• Strong understanding of ITIL processes and relevant certifications.
• Proven ability to communicate effectively with both technical and non‑technical stakeholders.
• Experience leading Agile teams using Scrum or Kanban.

Required skills

• ServiceNow platform (ITSM, ITOM, HRSD, SPM, CSM, SecOps, GRC)
• ITIL framework
• Agile methodologies (Scrum, Kanban)
• Project management and Scrum Master practices