Senior Manager ServiceNow & Enterprise Experience

Deloitte Netherlands; Amsterdam; On-site; EUR 120,000 - 170,000; Full time

Job summary

Deloitte Netherlands is seeking a Senior Manager for the ServiceNow & Enterprise Experience team. You will guide define and implement phases for projects spanning ITSM, global business services, CRM, and strategic portfolio management, leveraging ServiceNow for enterprise-wide change.

You will lead multidisciplinary teams, facilitate maturity workshops, and ensure alignment with client strategy and digital innovation objectives, while applying agile methodologies and driving customer value

Qualifications

• Master’s degree in a technology-oriented field preferred (e.g., Business Information Management, Engineering, or Innovation Management).
• Six+ years of relevant IT service management/portfolio management/CRM experience.
• Proven track record implementing ServiceNow solutions.
• In-depth knowledge of ITIL/ITSM/IT operating models and SIAM.

Responsibilities

• Define and implement best-in-class processes within client environments (ITSM, SPM, GBS, CRM) using ServiceNow as the platform.
• Facilitate workshops to assess maturity and drive measurable improvements.
• Lead requirements for multidisciplinary solutions and ensure alignment with client strategy and digital innovation objectives.
• Apply agile/scrum methodologies to manage onshore and offshore project teams.
• Use design thinking and design sprints to shape digital transformation initiatives.
• Oversee project execution, monitoring budget, scope, deliverables, and status to ensure quality and client satisfaction.
• Explain how ServiceNow modules can be deployed for digital transformation across sectors and business functions.

Skills

IT service management

ServiceNow

Agile/Scrum

Design thinking

Education

Master’s degree in Tech (MBA/Engineering/IM)

Tools

ServiceNow

Job description

From strategy to workflow: shape end-to-end digital solutions for the world’s most leading enterprises using the latest technologies. At Deloitte.

As a Senior Manager within our ServiceNow & Enterprise Experience team, you guide the define and implement phases for projects encompassing IT service management, global business services, customer relationship management, strategic portfolio management, and more, applying the latest developments in digital and enterprise transformation.

• Define and implement best-in-class processes within client environments, focusing on IT service management, strategic portfolio management, global business services, and customer relationship management, utilizing ServiceNow as the platform for enterprise-wide change;
• Facilitate workshops to assess maturity within key business functions, helping clients achieve holistic and measurable improvements;
• Lead the definition of requirements for multidisciplinary solutions, ensuring alignment with client strategy and digital innovation objectives, and enabling seamless integration of ServiceNow within the client’s overall technology architecture;
• Apply agile/scrum methodologies to manage onshore and offshore project teams and achieve successful implementations;
• Use design thinking and conduct design sprints to shape digital transformation initiatives from a process perspective, delivering concrete results that add value across the organization;
• Oversee project execution using appropriate project management methodologies, monitoring budget, scope, deliverables, and status reporting, ensuring the highest quality standards and client satisfaction;
• Explain how ServiceNow modules and functionalities can be deployed for digital transformation across different sectors and business functions, from GBS and SPM to CRM and ITSM.

You thrive in multidisciplinary teams and complex, impactful projects, building a professional network from day one. You are driven to excel but benefit from the support and expertise of experienced colleagues and the global Deloitte network. To succeed as a Senior Manager ServiceNow & Enterprise Experience, you have:

• A master’s degree, preferably in a technology-oriented field such as Business Information Management, Engineering, or Innovation Management;
• At least six years of relevant and demonstrable work experience in IT service management, strategic portfolio management, global business services, or customer relationship management;
• A proven track record of successfully implementing ServiceNow solutions;
• In-depth knowledge of ITIL, ITSM, IT (agile) operating models, IT department harmonization, financial management for IT, SIAM, or best practices in portfolio and customer management;
• A broad professional network and demonstrable experience across multiple sectors;
• Deep insight into technological trends shaping service management;
• Ambition, a commercial mindset, and an entrepreneurial character;
• Excellent teamwork skills and fluent command of Dutch and English;
• The drive to succeed in multidisciplinary, multicultural, and cross-border teams.

As a Senior Manager, you support our clients in their digital transformation by designing and implementing solutions in strategic portfolio management, customer relationship management, global business services, IT service management, and other business services. Your experience at the intersection of business and technology enables you to lead projects that deliver sustainable value across the full spectrum of business functions. You play a key role in raising awareness of ServiceNow and the capability to enable transformation within organizations.

The ServiceNow & Enterprise Experience team is the partner of choice for the most complex and disruptive challenges faced by our clients, both in the Netherlands and beyond. We are known for successfully guiding clients in Global Business Services, Strategic Portfolio Management, Customer Relationship Management, ITIL implementation, IT (agile) operating models, IT department harmonization, financial management for IT, SIAM, and related areas. You have deep insight into how digital solutions and ServiceNow support various business functions and how these fit within broader organizational and IT architectures.

We actively support the technical skill development of our team, including achieving certifications such as ServiceNow Certified Technical Architect (CTA) and Certified Master Architect (CMA). Our team is growing, and we are looking for ambitious leaders who can deliver immediate value to clients and help us maintain our reputation as a provider of world-class services. You will work with and learn from leading specialists, while contributing to the development of our collective talent and striving to become the undisputed leader in our field.