ServiceNow Manager

Deloitteprivate; Wellington; Hybrid; NZD 150,000 - 210,000; Full time

Benefits offered by this job

Flexible work arrangements

Subsidised professional qualifications

Subsidised health insurance

Income protection insurance

22 days annual leave

Well-being and inclusion focus

Job summary

Deloitte New Zealand is seeking a ServiceNow Manager for our Auckland or Wellington offices. You will lead the ServiceNow practice, guide clients on ITSM/ITOM and related modules, and drive transformation through Agile delivery and strong stakeholder engagement.

You will mentor teams, run workshops, and ensure best practices in upgrades, configuration, and documentation while building lasting client relationships across the public sector and other industries.

Qualifications

• Extensive consulting experience focused on ServiceNow.
• Proven ability to lead teams in client engagements.
• Experience in the public sector or with government agencies is a plus.
• Familiarity with ITIL processes and related certifications.
• ServiceNow CSA and CIS in core modules required; Expert cert preferred.
• Strong knowledge of Agile methods including Scrum and Kanban.

Responsibilities

• Lead workshops with clients to gather requirements and translate into tasks.
• Develop and maintain configuration and integration documentation.
• Provide expert guidance on ServiceNow upgrades and maintenance.
• Act as Scrum Master for implementation projects and manage sprints.
• Track progress and report outcomes to stakeholders.
• Mentor team members and foster collaboration.

Skills

ServiceNow

CSA CIS

ITIL familiarity

Agile/Scrum/Kanban

Leadership

Public sector experience

Stakeholder management

Job description

Company Description

Join us. But be you. At Deloitte, you’ll do more than just join something, you’ll add something. You’ve found a place that values your curiosity, passion, and desire to work alongside brilliant people on the things that really matter. There really is only one question: What impact do YOU want to make?

Our Enterprise Technology & Performance team is looking for a ServiceNow Manager in our Auckland or Wellington office!

About this team:

As a key member of our ServiceNow practice, you will play an integral role in helping organizations optimize their workflows and processes using the ServiceNow platform. You’ll work closely with clients to understand their unique challenges and deliver solutions that drive efficiency, improve service delivery, and streamline operations across various business functions.

The successful candidate will be joining a team of highly skilled and passionate professionals who thrive on collaboration and delivering excellence. As part of our dynamic team, you will use your expertise in ServiceNow and your problem‑solving mindset to design and implement solutions that exceed client expectations. You will have the opportunity to work with cutting‑edge technologies while providing exceptional service and building lasting client relationships.

Job Description

What will your typical day look like?

• Knowledge of ServiceNow modules such as ITSM, ITOM, HRSD, SPM, CSM, SecOps and GRC.
• Facilitate workshops with clients to gather business requirements, understand their needs, and translate those requirements into actionable tasks for the development team.
• Develop and maintain detailed documentation for configurations, integrations, and system processes.
• Provide expert advice to clients on best practices for ServiceNow upgrades, patching, and ongoing system maintenance.
• Act as Scrum Master for the ServiceNow implementation projects, ensuring adherence to Agile methodologies and best practices.
• Track and report on the progress of sprints, ensuring that deliverables are achieved and client expectations are met.
• Strong communication and problem‑solving skills.
• Excellent communication and interpersonal skills to work with both technical and non‑technical stakeholders.
• Build and nurture relationships with key stakeholders, including government agencies, to position the company as a trusted ServiceNow partner.
• Stay up to date with industry trends and advancements in ServiceNow technology, providing thought leadership and guidance to both clients and internal teams.
• Mentor and develop team members, fostering a culture of growth, innovation, and collaboration.

Qualifications

Enough about us, let’s talk about you. You are someone with:

• 5+ years of experience in a consulting role, with a focus on ServiceNow.
• Experience in leading and working with the team in a consulting role.
• Experience in the public sector or working with government agencies is a plus.
• Familiarity with ITIL processes and certifications.
• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) in any of the core modules (e.g., ITSM, ITOM) certification is required.
• ServiceNow Expert certification highly preferred
• Strong understanding and hands‑on experience with Agile methodologies, including Scrum, Kanban, and sprint‑based project delivery.

Additional Information

So, who is Deloitte in Aotearoa?

We are driven to create an impact that matters at every opportunity.Supported by a strong leadership team andmember firms from over 150 countries acrossthe globe, Deloitte New Zealand is in the business of solving complex problems.

Over our 175-year history, we have built a reputation for impactful delivery across audit and assurance, consulting, financialadvisory, risk advisory, tax, and technology services.

Deloitte in Aotearoa recognises the uniqueness of our country identified in our founding document, Te Tiriti o Waitangi. We uphold our responsibility(s) to the founding document and acknowledge Māori as the Tangata Whenua/Indigenous people.

Our workplace and culture

We are driven by our desire to create positive outcomes for our clients, communities, and people. Our purpose is to make an impact that matters. Everything we do is with intent - the intent to make a meaningful difference.

Our shared values are at the heart of everything we do. Livingthesevalues, including ‘taking care of each other’ and ‘fostering inclusion’,is essential toensuring everyone feels included at work andable to reach their full potential.

For us to succeed and thrive as an organisation, we understand the importance of creating a culture where diverse perspectives matter and where everyone is given an equal opportunity to grow and develop.

Deloitte New Zealand rewards

We hold a simple belief – that our people’s hard work should be recognised and rewarded beyond their remuneration.

We have reimagined what ‘work’ looks like and how we can empower all our people to create a work experience that is distinct to their needs. Founded on concepts of trust, balance, wellbeing and the importance of personal connection, this is the Deloitte experience.

We offer

• Flexible work arrangements – work in a way that suits you, us and our clients best
• Subsidised professional qualifications and paid professional memberships
• Subsidised health insurance
• Income protection insurance
• 22 days annual leave
• Social events, social sports teams, and monthly firm drinks
• A focus on wellness and well‑being
• A focus on the environment and sustainability
• Plus much more

We believe the strongest teams are made up of diverse individuals and we are proud to be an equal opportunities employer. We recognise that women and individuals from under‑represented backgrounds may hesitate to apply if they don't meet all criteria. If you're passionate about this role and believe you have the skills, we encourage you to apply, even if your experience, ideal working hours or qualifications aren't a perfect match.