ServiceNow Customer Service Management Senior Manager job

DeloitteTampa, FL
Deloitte jobs



Company Description

Deloitte is one of the 'Big Four' and the second largest professional services network in the world by revenue and the largest by the number of professionals. Deloitte provides audit, tax, consulting, enterprise risk and financial advisory services with more than 225,400 professionals globally. In FY 2015, the company earned a record $35.2 billion USD in revenues.

Job Description

Position summary

ServiceNow Customer Service Management Senior Manager

Customer & Marketing is creating a new model for a new age-we’re an agency and a consultancy. Understanding the digital space and preparing for what’s next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done, and rewire the competitive fabric of entire industries. That’s the power of driving disruption. That’s Customer & Marketing.

Work you’ll do

• Client Management:  Manage day to day interactions with executive clients and sponsors

• Delivery:  Manage and deliver components of client engagements that identify, design, and implement technology and creative business solutions for large companies.  Responsibilities include, among others, managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures.

• Business Development:  Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies

• People Development:   Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

The team

Digital Customer

Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the “creative digital consultancy” real and in doing so, make new markets.

Professionals will serve our clients through the following types of work:

• Sales Excellence & Service Excellence | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities

• Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video

• Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models

• Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption

• DigitalMix | an integrated set of platforms to enable business re-platforming



• 10+ years of consulting and / or CRM implementation experience

• 4 full life-cycle customer service management platform implementations (e.g. salesforce, dynamics, oracle)

• Experience carrying a business development quota and leading business development pursuits end-to-end.

• Ability to travel to client sites 80-100% of the time.

• Experience defining cross-platform enterprise architectural plans, including mapping business requirements to the system / technology components

• Experience identifying and resolving potential trade-offs or conflicts among architectural options, and ability to align this with business outcomes or impacts

• Proven ability to drive results and readiness across multiple solutions in major transformation efforts.

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.


• Understanding and/or experience with ServiceNow CSM or Field Service modules within an architecture

• Understanding of the ‘lead-to-revenue’ business processes within the communications and high-tech sectors

• Understanding of enterprise architecture leading practices and associated tools

• Proven ability to build assets, lead and manage teams in major transformations

• Awareness of industry standards and certifications (e.g., TOGAF)

How you’ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.  From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career.  Explore Deloitte University, The Leadership Center.


At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives.  Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities.  We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.  Learn more about Deloitte’s impact on the world.

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.



As used in this posting, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Deloitte will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. See notices of various ban-the-box laws where available.

Requisition code: E20NATCSRMDC007-CM


  • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
  • Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.


  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.


  • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Economics and AccountingKnowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
  • Sales and MarketingKnowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.



Company - Private


10000+ employees


Over $10B


New York, NY


Accounting & Legal




Cathy Engelbert

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