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ServiceNow CMDB ITSM Process Owner - Deloitte Global Technology

Posted 5 days ago

Job Details



Job Description

Job Type:Permanent
Work Model:
Reference code:
Primary Location:
Toronto, ON
All Available Locations:
Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Vancouver, BC; Victoria, BC; Winnipeg, MB

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.
By living our Purpose, we will make an impact that matters.
  • Learn from deep subject matter experts through mentoring and on the job coaching
  • Be encouraged to deepen your technical skills...whatever those may be.
  • Build your leadership skills at Deloitte University.

What will your typical day look like?

As a ServiceNow CMDB ITSM Process Owner you will lead a dedicated team that enables our Deloitte Technology Infrastructure, Application Development, Cyber and Risk teams with the service, asset, configuration, infrastructure and event data needed to manage a world class organization.This opportunity requires in depth Configuration Management and IT Operations Management process and product knowledge, coupled with strong leadership and communication skills.This team will be partnering with a ServiceNow Delivery organization to ensure that platform best practices are adhered to, and solutions are rolled out globally across our member firm network.Our dedicated team provides the thought leadership and process to enable a variety of tools across our organization protect, secure and manage our environment.
This role works closely with senior leadership and groups across the Deloitte Technology landscape to create strategic roadmaps, and will participate in leadership of related implementation and/or operational efforts of the same.Responsibilities may include:
  • Regularly engage stakeholders across Deloitte Technology and member firms to ensure high satisfaction and gather input to help the team build the design of our Service Asset & Configuration Management and IT Operations focus areas.
  • You will have the opportunity to partner across the Deloitte member firm network to help Deloitte Technology teams achieve their goals and be given the chance to interact with many levels in our organization building on your communication and negotiation skillsets.
  • Ensure appropriate governance, well written service documentation, and effective socialization across the team's focus areas
  • Jointly lead established committees in setting global standards, policies and compliance objectives tied in to our firm's broader objectives.
  • Lead initiatives at the direction of IT Service Management leadership.
  • You'll use or develop new skills in many leading edge areas including some of the latest ServiceNow technologies such as the ServiceNow Common Data Services Model (CSDM), Event Management, Cloud Discovery, Service Mapping and Data Certification amongst others.
  • Oversee a diverse team from varied time zones that will give you the chance to use your people management skillsets.
  • Work with multiple teams to foster and champion a process and outcome based approach to Configuration Management & data driven decision making to enable our technology owners to manage their products & services effectively and efficiently.

About the team

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.

Enough about us, let's talk about you

In this role, you bring the following skills:
  • Minimum five (5) years of experience in an enterprise grade ITSM platform
  • Minimum one (1) year of Architecture and/or Design experience in ServiceNow Configuration Management Database (CMDB) and/or IT Operations Management (ITOM) spaces.
  • Minimum three (3) years of experience in supervisory or people management functions
  • Executive presence and excellent communication & presentation skills
  • Ability to distill complex technical concepts into easily understood presentations and materials
  • Solid experience with data governance, automation and their application to complex hybrid cloud and on premise
  • Familiarity with concepts across IT including global infrastructure, events, network topology, configuration management and securing IT environments
  • Proven ability to lead teams and manage in a matrix style leadership environment
  • Proven ability to influence at all levels, with a strong focus on business outcomes and metrics
  • Emotional intelligence and ability to influence without authority
  • Ownership culture, positive attitude, and high tolerance for ambiguity

Preferred Skills:
  • Good understanding of IT Security standards, policies and compliance frameworks
  • Experience with financial planning and developing compelling business cases
  • Prior experience in professional services environment or similar
  • Prior ServiceNow Product Management experience including shaping strategy
  • Demonstrated ability in solution or enterprise architecture
  • ServiceNow Certified System Administrator or ServiceNow CIS is an asset

Total Rewards

The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.
You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.
Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.
Have as many careers as you want.
We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships - between leaders and their people, the firm and its people, peers, and within in our communities.

The next step is yours

At Deloitte, we are all about doing business inclusively - that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .
We encourage you to connect with us at if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).
By applying to this job you will be assessed against the Deloitte Global Talent Standards. We've designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.

Job Segment: Information Technology, IT Architecture, Developer, Database, Equity, Technology, Finance

About Deloitte

Deloitte, one of Canada's leading professional services firms, provides audit, tax, consulting, and financial advisory services. Deloitte LLP, an Ontario limited liability partnership, is the Canadian member firm of Deloitte Touche Tohmatsu Limited. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms. Deloitte, l'un des cabinets de services professionnels les plus importants au Canada, offre des services dans les domaines de la certification, de la fiscalité, de la consultation et des conseils financiers. Deloitte S.E.N.C.R.L./s.r.l., société à responsabilité limitée constituée en vertu des lois de l’Ontario, est le cabinet membre canadien de Deloitte Touche Tohmatsu Limited. Deloitte désigne une ou plusieurs entités parmi Deloitte Touche Tohmatsu Limited, société fermée à responsabilité limitée par garanties du Royaume-Uni, ainsi que son réseau de cabinets membres dont chacun constitue une entité juridique distincte et indépendante. Pour obtenir une description détaillée de la structure juridique de Deloitte Touche Tohmatsu Limited et de ses sociétés membres, voir


Management and Consulting

Company Size

5001-10,000 employees

Application closing date is 2024-08-17

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