(Senior) Digital Transformation Consultant ServiceNow

Deloitte Netherlands; Amsterdam; On-site; EUR 90,000 - 120,000; Full time

Job summary

Deloitte Netherlands seeks a Senior Consultant ServiceNow & Enterprise Experience to shape end-to-end digital transformations for global clients. You will define and implement processes across portfolio management, CRM, GBS, and IT service management, leveraging ServiceNow and AI-driven data modelling.

You will facilitate maturity workshops, align solutions with client strategy, and lead onshore/offshore teams using agile methods to deliver value for enterprise functions.

Qualifications

• Degree in technology-related studies (e.g., Business Information Management, Engineering, or Management of Innovation).
• 2–6 years of experience in service management, portfolio management or CRM using ServiceNow.
• Knowledge of ITIL, IT (agile) operating models, IT office harmonization, and SIAM across enterprise portfolios and customer management.

Responsibilities

• Define and implement processes within client environments spanning portfolio management, CRM, GBS, ITSM, and more, integrating AI and data modelling.
• Facilitate workshops to assess maturity across enterprise functions, enabling holistic enterprise improvements.
• Define requirements for multi-disciplinary ServiceNow implementations, aligning with client strategy and digital innovation.
• Define how ServiceNow integrates within client architecture to drive value in global operations and IT.
• Manage project delivery with appropriate methodologies to monitor budget, scope, deliverables and status.
• Lead onshore/offshore project teams using agile/scrum to deliver implementations across portfolio management, customer solutions, and service management.
• Illustrate how ServiceNow supports enterprise functions such as portfolio management, CRM, and global business services.

Education

Master's degree (WO) or equivalent

Tools

ServiceNow

ITIL

Job description

• Full-time
• Job type: Permanent
• Educational level: Master (WO)

Company Description

From strategy to workflow: shape end-to-end digital solutions for the world’s leading enterprises using cutting edge technologies.

Job Description

• Define and implement processes within client environments spanning strategic portfolio management, customer relationship management, global business services, IT service management, and more, integrating the latest advancements such as Artificial Intelligence (AI) and data modelling;
• Facilitate workshops to assess maturity across enterprise functions—including portfolio management, customer engagement, and service delivery—enabling holistic improvement;
• Define requirements for multi-disciplinary process implementations (with a focus on ServiceNow), ensuring alignment with client strategy and digital innovation;
• Define how solutions such as ServiceNow integrate within the client’s overall architecture, driving value in global operations, and IT;
• Manage project delivery by employing suitable project management methodologies to maintain oversight on budget, scope, deliverables, and project status reporting;
• Lead onshore/offshore project teams using agile/scrum as a working methodology to deliver implementations across areas such as portfolio management, customer solutions, and service management;
• Illustrate how ServiceNow supports a wide scope of enterprise functions, such as strategic portfolio management, customer relationship management, and global business services.

Qualifications

You enjoy working in multidisciplinary teams on diverse projects, which allows you to build a professional network from day one. Every day you are challenged to bring out the best in yourself, but you are not alone: experienced colleagues and best practices from the global Deloitte network help you succeed. Additionally, you possess the following qualities required for the position of (Senior) Consultant ServiceNow & Enterprise Experience:

• A degree, preferably in technology-related studies such as Business Information Management, Engineering or Management of Innovation
• Two to six years of relevant and demonstrable work experience in areas such as service management, strategic portfolio management, customer relationship management, using ServiceNow;
• Knowledge of ITIL, IT (agile) operating models, IT office harmonization, financial management for IT, SIAM, and best practices across enterprise portfolio and customer management;
• Experience or strong interest in customer service transformation, artificial intelligence, and data modelling, with a desire to apply these in client solutions;
• Ambition, a commercial mindset, and entrepreneurial spirit;
• You are a team player and proficient in English.

Additional Information

As a (Senior) Consultant, you will support our clients in digital transformation journeys, designing and implementing solutions in strategic portfolio management, customer relationship management, global business services, IT service management and other enterprise services. Leveraging your experience in both business and technology, you will manage projects that deliver sustainable value across enterprise functions. You will foster a growing awareness of ServiceNow and their role in enabling transformation within organizations.

With the ServiceNow & Enterprise Experience team, we are the prime partner for the most important, complex, and disruptive technological challenges faced by our clients in the Netherlands and beyond. We successfully guide our clients in the following areas: Global Business Services, Strategic Portfolio Management, Customer Relationship Management, ITIL implementation, IT (agile) operating models, IT office harmonization, financial management for IT, SIAM, artificial intelligence integration, data modelling, and related topics. You will gain a comprehensive understanding of how digital solutions support enterprise-wide functions and how these fit into the broader organizational architecture.