Manager – ServiceNow Technical Delivery Manager

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with other experts in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?

Want to make an impact that matters? Consider Deloitte Global.

The Team

At Deloitte, Shared Services center improves overall efficiency and control while giving every business unit access to the company’s best and brightest resources. It is also lets business units focus on what really matters – satisfying customers and developing new products and services to sustain competitive advantage.

A shared services center is a simple concept but making it work is anything but easy. It involves consolidating and standardizing a wildly diverse collection of systems, processes, and functions. And if requires a high degree of cooperation among business units that generally are not accustomed to working together – with people who do not necessarily want to change.

USI shared services team provides a wide array of services to the U.S. and it is constantly evaluating and expanding its portfolio. The shared services team provides call center support, Document Services support, financial processing and analysis support, Record management support, Ethics and compliance support and admin assistant support.

Work you will do

The Technical Delivery Manager is an integral part of the technical application development team and primarily responsible for building and delivering the enterprise IT solutions. This position provides opportunity to lead and manage projects and programs for internal IT organization. Technical Delivery manager is a site manager managing significant strategic and operational aspect of projects and programs, including communications with Leadership, leading multifunctional teams, project scoping, scheduling, quality and adherence to Deloitte standards.

A unique opportunity to be a part of growing Delivery, methods & Tools team that drives consistency, quality, and efficiency of the services delivered to stakeholders. You will be responsible for delivering applications build on Microsoft technology to support US Member firm.

Key Responsibilities include:

Development:

·        Responsible for providing technical leadership to application development efforts to meet and or exceed client expectations.

·        Responsible for practicing Agile principle on project execution.

·        Responsible for conducting effective requirement planning sessions and application design sessions with cross functional groups.

·        Responsible for leading and directing the technical tasks to the team.

·        Ensures successful development and application support strategy is implemented.

·        Encourages collaborative efforts and camaraderie with on-shore and off-shore team members.

·        Demonstrates a working understanding of both quality assurance and software development processes and methodologies, with the ability to share that knowledge with peers, and project team members.

·        Demonstrates a strong working understanding of industry best standards in software development and version controlling.

·        Ensures the quality and low bug rates of code released into production.

·        Work with Engagement Manager on managing the team, projects and products of the Portfolio.

·        MUST HAVE - Strong ServiceNow knowledge – especially on platform features, Virtual Agent, integrations, Predictive and Task intelligence, and new features released by ServiceNow.

·        MUST HAVE - An open mindset to map new features with business requirements and collaborate proactively with stakeholders to propose those features and onboard.

·        Experimentative mindset to explore various possibilities. Leads innovation within the team and should not consider that as an additional activity.

·        MUST HAVE - Good understanding of AI/ML and ServiceNow Now Assist.

·        MUST HAVE - Should be able to collaborate within various leads in CoE to get familiarize with the projects, capabilities and solutions being developed so that those can be reused and proposed to new stakeholders and reutilized.

·        MUST HAVE - Should be responsible of resource management/their allocation to projects and ensure to handle the risk from people side.

·        Ensure to track and manage any project escalation.

·        Create and track Project – Weekly Status Report.

·        MUST HAVE - Monitor and Update the SPW – with new demands being logged and does the initial connect with stakeholders to ensure the high-level scope is understood and then connect with the right team to define the further scope and work on the next steps.

·        MUST HAVE - Should be able to write SOW and put accurate financials for the upcoming projects.

·        Should be aware of the platform upgrade and assessment process.

Support:

·        This role is expected to generally work in India business hours with occasional off-hours status meetings with the onshore team.

·        During design and key development phases this role may need to work a staggered shift from 11-8pm to ensure appropriate overlap with the India/US team

Experience and Qualifications required:

Required:

·        Education qualification: BE /B Tech ( IT/CS/Electronics) / MCA / MSc Computer science

·        10+ years of IT experience in application development, support or maintenance activities

·        2+ years of experience in project Management

·        2+ years of team management experience

·        2+ years of experiencing in Agile / scrum methodology.

·        Must have experience on at least 2 full life cycle of software development.

·        ITSM/ITBM/ITOM/HRSD/eGRC/Platforms/integrations/Virtual Agent/Scoped Applications/Now Assist/Agile and Safe Agile/Azure Devops/Mobile

   Preferred:

·        Certified scrum master

·        Working experience on ASP.NET , C# , HTML , CSS and SQL server. Service Now & Service Desk

·        Client facing and exposure to onshore offshore delivery model

·        Experience in working in a global environment involving multiple development sites on various time zones.

Location: Hyderabad / Bengaluru / Pune

Work timings: 11AM to 8PM