Manager, ServiceNow Transformation and Engagement Lead

Kibbi Technologies Inc.; Vancouver; On-site; CAD 103,000 - 135,000; Full time

Job summary

KPMG in Canada is seeking a Transformation and Engagement Lead for our ServiceNow practice, guiding engagements from strategy to delivery across Canada. You will shape roadmaps, lead implementation projects, and mentor teams while ensuring on-time, on-budget results.

Candidates bring at least 3 years of ServiceNow transformation experience, strong governance frameworks (ITIL, IT4IT, CSDM), and proven client leadership.

Qualifications

• A minimum of 3 years of experience assisting clients with ServiceNow transformation initiatives.
• A minimum of 4 years of experience in platform strategy and advisory (ITIL, IT4IT, CMDB, CSDM).
• Strong ability to align ServiceNow with client objectives and challenges.

Responsibilities

• Advise clients on their ServiceNow strategic roadmap and related initiatives.
• Lead ServiceNow implementation engagement projects, from planning through execution.
• Collaborate with clients to assess and define their ServiceNow TOM and related operating models.
• Establish and implement best practices for processes and configurations to improve efficiency.
• Develop coaching and mentoring to your team and foster Open Feedback culture.
• Ensure on-time, on-budget, high-quality delivery of client deliverables.

Skills

ServiceNow

Transformation leadership

ITIL/IT4IT/CSDM

Client engagement

Mentoring/team development

Workshop presentations

Microsoft Visio

PowerPoint

Word

Education

Bachelor's degree in Computer Science/Engineering

Master's degree MBA/IS (asset)

Tools

Microsoft Visio

PowerPoint

Word

Job description

Overview

At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference.

Our Enterprise Solutions Practice are seeking a dynamic Transformation and Engagement Lead for our ServiceNow team nationally. We are looking for candidates that have a passion for service management and automation, hands‑on experience with technology, strong communication skills, able to see the big picture and fit with our culture.

What You Will Do

As a Transformation and Engagement Lead in our ServiceNow practice, you will use your strong business acumen and be a key member of a high performing team. You’ll be learning from some of the best in the industry and growing your personal skillset by

• Advise clients on their ServiceNow strategic roadmap and related initiatives.
• Lead ServiceNow implementation engagement projects, encompassing both strategic planning and execution phases.
• Collaborate with clients to assess and define their ServiceNow and related functional Target Operating Model (TOM).
• Establish and implement best practices for processes and configurations to enhance efficiency and effectiveness.
• Develop coaching and feedback skills by providing daily guidance and mentoring to your team while fostering an Open Feedback culture.
• Ensure timely engagement management, guaranteeing on-time, on-budget, and high-quality delivery of client deliverables.
• Assist in client pursuits and proposal development with support from Senior Leadership, collaborating with KPMG leaders to create thought leadership, white papers, and other intellectual assets.
• Support the team responsible for the implementation and administration of the ServiceNow installation, which includes managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and conducting quality assurance testing.

What You Bring To The Role

• A minimum of 3 years of experience in assisting clients with their ServiceNow transformation initiatives.
• A minimum of 4 years of experience in platform strategy and advisory, including ITIL, IT4IT, CMDB, and CSDM.
• A strong understanding of how ServiceNow can support and align with client objectives and address their challenges.
• In-depth knowledge of market-leading practices, including ITIL, IT4IT, CSDM, and other relevant frameworks.
• Strong analytical and problem-solving skills to effectively address both technical and functional issues.
• Proven experience in leading a team of direct reports, with the ability to mentor and develop junior staff.
• Experience in a client-facing role, engaging with both strategic and functional stakeholders, demonstrating strong relationship management skills and a commitment to client satisfaction and delivery excellence.
• Demonstrated ability to create workshop presentations and process documentation, with advanced skills in Microsoft Visio, PowerPoint, and Word.
• A Bachelor’s degree in Computer Science, Computer Engineering, or a related technical field from an accredited college or university, or equivalent work experience. A Master’s degree in Information Systems, an MBA, or other related fields is considered an asset.
• Strong problem-solving and troubleshooting abilities.

KPMG Ontario Region Pay Range Information

The expected base salary range for this position is $103,000 to $135,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.

KPMG BC Region Pay Range Information

The expected base salary range for this position is $101,000 to $130,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.

Providing you with the support you need to be at your best

Our Values, The KPMG Way

Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters.

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier‑free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process

At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG’s Employee Relations Service team by calling 1-888-466-4778.

AI Usage

We embrace the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or surfacing relevant qualifications. However, no hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals, who are equipped with training that empowers them to use these tools responsibly. AI technologies used in our recruitment process undergo detailed risk assessments, including security and privacy requirements, that align with KPMG’s Trusted AI framework.

We believe technology should empower human judgment, not replace it. It’s one of the many ways we’re delivering on our vision of being a technology‑first, people‑driven firm.