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ServiceNow Customer Service Management Specialist Leader

Deloitte – Boston, MA

ServiceNow Customer Service Management Specialist Leader Customer & Marketing is creating a new model for a new age-were an agency and a consultancy. Understanding the digital space and preparing for whats next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done, and rewire the competitive fabric of entire industries. Thats the power of driving disruption. Thats Customer & Marketing.
Work youll do
  • Client Management: Manage day to day interactions with executive clients and sponsors
  • Delivery: Manage and deliver components of client engagements that identify, design, and implement technology and creative business solutions for large companies. Responsibilities include, among others, managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures.
  • Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies
  • People Development: Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

The team Digital Customer Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the creative digital consultancy real and in doing so, make new markets.
Professionals will serve our clients through the following types of work:
  • Sales Excellence & Service Excellence | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities
  • Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video
  • Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models
  • Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption
  • DigitalMix | an integrated set of platforms to enable business re-platforming

Qualifications Required:
  • 10+ years of consulting and / or CRM implementation experience
  • 4 full life-cycle customer service management platform implementations (e.g. salesforce, dynamics, oracle)
  • Experience carrying a business development quota and leading business development pursuits end-to-end.
  • Ability to travel to client sites 80-100% of the time.
  • Experience defining cross-platform enterprise architectural plans, including mapping business requirements to the system / technology components
  • Experience identifying and resolving potential trade-offs or conflicts among architectural options, and ability to align this with business outcomes or impacts
  • Proven ability to drive results and readiness across multiple solutions in major transformation efforts.
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Preferred:
  • Understanding and/or experience with ServiceNow CSM or Field Service modules within an architecture
  • Understanding of the lead-to-revenue business processes within the communications and high-tech sectors
  • Understanding of enterprise architecture leading practices and associated tools
  • Proven ability to build assets, lead and manage teams in major transformations
  • Awareness of industry standards and certifications (e.g., TOGAF)

How youll grow At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe theres always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.
Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloittes culture Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloittes impact on the world.
Recruiter tips We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area youre applying to. Check out recruiting tips from Deloitte professionals.
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