ServiceNow Manager

About the role

Deloitte’s Enterprise Technology & Performance team is seeking a ServiceNow Manager to lead end‑to‑end ServiceNow projects across our New Zealand offices. You will partner with clients to understand their business challenges and deliver platform‑based solutions that improve efficiency and service delivery.

Key responsibilities

• Manage full lifecycle ServiceNow implementations, ensuring best practices and high‑quality delivery.
• Facilitate client workshops to capture 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.
• Report on project status, ensuring deliverables meet client expectations.

Required profile

• Minimum 5 years of consulting experience focused on ServiceNow.
• Familiarity with ITIL processes and relevant certifications.
• ServiceNow Certified System Administrator (CSA) – required.
• ServiceNow Certified Implementation Specialist (CIS) in a core module – preferred.
• Hands‑on experience with Agile frameworks such as Scrum and Kanban.
• Strong communication and problem‑solving abilities.

Required skills

• ServiceNow modules: ITSM, ITOM, HRSD, SPM, CSM, SecOps, GRC.
• ServiceNow platform administration and configuration.
• Agile project delivery (Scrum, Kanban).
• ITIL process knowledge.