Senior ServiceNow & Enterprise Experience Lead

Deloitte Netherlands

Amsterdam

On-site

EUR 120,000 - 170,000

Full time

14 days+

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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.