Job Description

Basic information

Location

Birmingham, London, Manchester, Nottingham

Business Line

Enabling Functions

Date published

05-Jun-2025

Req #

19324
Job description

Connect to your Industry

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.


What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we

lead the way

,

serve with integrity

,

take care of each other

,

foster inclusion

, and

collaborate for measurable impact

. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Connect to your opportunity

Deloitte Global seeks a highly motivated and experienced ServiceNow Customer Success & Support Manager to serve as a trusted advisor for our internal ServiceNow customers in Member Firms in the EMEA region. Sitting within Deloitte Technology's Global ServiceNow Center of Excellence (CoE), this individual will be the primary engagement contact, building and maintaining strong relationships while advocating for Member Firm and Global stakeholder needs. This role demands a unique blend of technical proficiency, customer-centricity, service management and project management expertise to ensure the successful delivery and support of ServiceNow solutions.


Responsibilities


Relationship Management:

Cultivate and manage strong relationships with key stakeholders at existing customers within the assigned region. Act as a trusted advisor, understanding customer business objectives and aligning ServiceNow solutions to drive value. Conduct regular business reviews to assess customer satisfaction, address concerns, and identify opportunities for growth.

Demand Generation & Qualification:

Proactively identify and qualify new ServiceNow opportunities within the existing customer portfolio. Collaborate with ServiceNow CoE Studio teams to develop compelling proposals and drive new business.

Project Orchestration:

Liaise with ServiceNow CoE Implementation Studios, acting as the critical link between the customer and delivery teams. Ensure successful opportunity-to-project execution for new ideas and demands, facilitating smooth transitions and clear communication.

Operational Support & Service Level Management:

Act as the operational support broker for customers requiring support on existing ServiceNow solutions. Monitor the timely resolution of issues with the Support teams, ensuring service level agreements are met and customer expectations are exceeded.

Issue Escalation & Continuous Improvement:

Proactively identify and escalate critical issues to relevant ServiceNow CoE Implementation/Support Studios, driving swift resolution and mitigating potential risks. Identify opportunities to improve service delivery and customer satisfaction through process enhancements and feedback loops.

Knowledge Management & Stakeholder Communication:

Maintain a deep understanding of customer environments, ServiceNow capability adoption, and industry best practices. Provide regular and transparent communication to customers and internal stakeholders in partnership with Implementation & Support studios.

Adoption & Value Realization:

Champion the adoption of ServiceNow solutions and help customers maximize the value of their investments. Share best practices, provide guidance, and promote the full utilization of ServiceNow capabilities.

Connect to your skills and professional experience

In this role, you bring:

A bachelor's or equivalent Degree.

Experience:

Proven experience in a customer-facing role, ideally within a technology consulting or software company or equivalent. Solid understanding of ServiceNow capabilities and experience working with enterprise customers. Proven track record in managing operational support service management, encompassing incident management, change management, problem management, and service level management, ensuring seamless service delivery and exceeding customer expectations. Experience with building, analysing, and presenting business insights from operational data, driving data-led continuous improvement initiatives to optimize service performance and customer satisfaction. Proven ability to build and manage relationships with senior stakeholders. Experience managing complex projects and working with cross-functional teams. Excellent communication, presentation, and problem-solving skills.

Other qualifications:

ServiceNow or equivalent certifications are highly desirable. Experience with ITIL framework and service management best practices. Robust business acumen and understanding of customer success principles.

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

"Everyone at Deloitte builds relationships with their peers and puts in effort to get to know one another, making the work more enjoyable." - Deloitte employee

Our hybrid working policy

You'll be based in Birmingham, London, Manchester or Nottingham with hybrid working.


At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.


We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.


Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.


Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers


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