Gestionnaire principal, livraison et transformation de la plateforme ServiceNow

Bell; Toronto; Hybride; CAD 140 000 - 175 000; Plein temps

Avantages offerts par ce poste

Medical benefits

Dental benefits

Vision benefits

Mental health support

Employee discount (Bell services)

Hybrid work arrangement

Résumé du poste

Bell is seeking a Senior Manager to lead the strategic evolution, delivery, and operational excellence of Bell's ServiceNow platform across ITSM, OMT, and TSOM. This senior role drives enterprise-scale transformation and provides essential technical and strategic leadership to influence stakeholders at all levels.

You will thrive in ambiguity, guiding cross-functional teams through complex initiatives while delivering measurable business outcomes and ensuring platform reliability, security, and

Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• 10+ years delivering enterprise technology solutions and transformation initiatives.
• 5+ years leading technical and business teams in complex environments.
• Deep expertise with the ServiceNow platform and its ecosystem.
• Experience in ITSM, OMT, and TSOM delivery at scale.
• Strong executive communication with senior leadership.

Responsabilités

• Lead multidisciplinary ServiceNow teams including PMs, architects, and developers.
• Own strategic roadmap and continuity of ServiceNow capabilities across ITSM/OMT/TSOM.
• Drive enterprise transformation programs from strategy to execution.
• Provide executive-level leadership and present investments, roadmaps, risks, and progress.
• Collaborate with business units, Technology Services, and external partners.
• Establish governance, standards, and best practices for scalability and security.
• Translate complex challenges into innovative technology solutions.
• Oversee prioritization, planning, and execution across initiatives.
• Foster accountability, innovation, and high performance; mentor future leaders.
• Manage complex stakeholder environments and align priorities.

Connaissances

Leadership

Executive communication

Stakeholder management

Strategic thinking

Change management

Problem solving

Ambiguity navigation

Cross-functional collaboration

Formation

Bachelor's degree in Computer Science/Engineering/IT/Business

Outils

ServiceNow

ITSM

OMT

TSOM

Agile delivery

DevSecOps

Now Assist / AI in ServiceNow

Description du poste

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we're building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.

Become an integral part of our Customer Experience team, where you will be at the forefront of shaping our customer journeys. You will build on Bell's Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative, customer-centric processes, policies, products and services, while upholding our Customer-First Commitments to make it easier for customers to do business with Bell.

As part of our team, you will be at the heart of our customer experiences.

Summary

We are seeking a Senior Manager to lead the strategic evolution, delivery, and operational excellence of Bell's ServiceNow platform across critical business and technology domains. This role is instrumental in driving enterprise-scale transformation initiatives leveraging ServiceNow capabilities including IT Service Management (ITSM), Order Management for Telecommunications (OMT), and Telecom Service Operations Management (TSOM).

As a senior leader within the ServiceNow Centre of Excellence, you will provide both technical and strategic leadership, ensuring successful delivery of complex initiatives while influencing stakeholders at all levels of the organization. You will thrive in environments characterized by ambiguity, rapid change, and competing priorities, transforming vision into measurable business outcomes.

Key Responsibilities

• Lead a multidisciplinary team of ServiceNow product managers, architects, developers, business analysts, and delivery partners.
• Own and drive the strategic roadmap, delivery, and continuous evolution of ServiceNow capabilities across ITSM, OMT, and TSOM domains.
• Lead large-scale enterprise transformation programs from strategy through execution, ensuring alignment with business objectives and technology roadmaps.
• Provide executive-level leadership and communication, presenting recommendations, investment proposals, roadmaps, risks, and progress updates to senior leadership teams.
• Partner closely with Business Units, Technology Services, Enterprise Architecture, Operations, Security, and external partners to deliver integrated solutions.
• Establish governance, standards, and best practices to ensure platform scalability, reliability, security, and operational excellence.
• Translate complex business challenges into innovative technology solutions while balancing short-term execution and long-term strategy.
• Lead prioritization, resource planning, and execution across multiple concurrent initiatives and releases.
• Foster a culture of accountability, innovation, continuous improvement, and high performance.
• Mentor and develop a team of high-performing ServiceNow professionals and future leaders.
• Manage complex stakeholder environments and drive alignment across organizations with diverse priorities and objectives.

Critical Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or equivalent practical experience.
• 10+ years of experience delivering enterprise technology solutions and transformation initiatives.
• 5+ years of experience leading technical and business teams in complex organizational environments.
• Deep expertise with the ServiceNow platform and its enterprise application ecosystem.
• Demonstrated experience with:
• IT Service Management (ITSM)
• Order Management for Telecommunications (OMT)
• Telecom Service Operations Management (TSOM)
• Proven track record delivering large-scale, cross-functional programs with significant business impact.
• Strong executive communication and presentation skills, including experience presenting to Vice Presidents and executive leadership teams.
• Exceptional stakeholder management, negotiation, and influencing capabilities.
• Strong leadership skills with the ability to guide teams through ambiguity and organizational change.
• Proven analytical, problem-solving, and strategic thinking capabilities.

Preferred Qualifications

• Experience within Telecommunications, Managed Services, Enterprise Technology, or Digital Transformation environments.
• Experience leading ServiceNow platform transformations at enterprise scale.
• Understanding of AI-enabled ServiceNow capabilities including Now Assist, AI Agents, Automation Engine, and workflow automation.
• Knowledge of Agile delivery methodologies, product management practices, DevSecOps, and modern operating models.
• Experience managing strategic vendor and partner relationships.
• Strong understanding of ITIL and operational excellence frameworks.
• Demonstrated success leading organizations through significant transformation and organizational change.
• Strategic thinker with hands-on execution capability and a bias toward delivering measurable business value.
• Ability to navigate uncertainty, define direction in ambiguous situations, and successfully execute against evolving priorities.

Leadership

The successful candidate is a highly credible technology leader who combines deep ServiceNow expertise with exceptional business acumen. They are comfortable operating at both executive and technical levels, influencing senior stakeholders, leading through ambiguity, and delivering transformational outcomes across the enterprise. They are recognized for building high-performing teams, fostering collaboration, and driving execution on complex strategic initiatives.

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal

Work Arrangement: Hybrid

Application Deadline: 10/05/2026

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [e-mail] to make arrangements.

If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form and visit the Accessibility page for other ways to contact us.

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