Engagement Manager, ServiceNow
KPMG
Toronto, ON, Canada
6d ago

Engagement Manager, ServiceNow - Management Consulting

Our "One Firm" culture is changing the way we do things. Together as one team, we are forging the future of the firm through transformation, innovation and acceleration.

There u0027s a place for your skills, ideas and interests at KPMG, along with an opportunity to set the pace for years to come.

We offer an award-winning work environment, challenging career development programs, global opportunities, and the chance to work with some of the best and brightest people.

KPMG Professionals Are...

Individuals who take deep personal accountability for their work, have a passion for excellence, are driven to achieve their full potential and understand the value of building relationships with clients, future clients, their communities, the global firm and each other.

A KPMG professional should have all of the following characteristics :

  • Strong work ethic
  • Thrive on challenges
  • Entrepreneurial mindset
  • Dedicated to providing outstanding client service.
  • What You Will Do :

    At KPMG, our Engagement Managers (EM) develop, maintain and grow client relationships and lead project teams from project planning through execution, while specifically managing the day to day design and implementation of ITSM / ServiceNow solutions.

    The EM will effectively identify and solve project-related problems that are technical, business and resource specific. They also facilitate brainstorming sessions, project kick-offs and sprint planning.

    Engagement Managers are expected to contribute to the organization's growth and development in a variety of ways, including :

  • Lead engagement planning and budgeting; mobilize and manage engagement teams; define deliverable structure and content;
  • facilitate buy-in of proposed solutions from top management levels at the client; direct on-time, quality delivery of work products;
  • manage engagement economics; manage engagement risk

  • Client Management : Manage expectations and day to day interactions with executive clients and sponsors
  • 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

    We are looking for candidates that have a passion for service management and automation, hands-on experience with technology, strong communication skills, able to see the big picture and fit with our culture.

    Individuals who can work in a dynamic, fast, fluid and entrepreneurial environment will excel, and find a wide range of opportunities within our growing practice.

    Roles and Responsibilities :

  • Design and deliver consulting and technical methodologies around the ServiceNow platform
  • Work with clients to assess current-state processes and tools, define ServiceNow requirements and develop and configure the ServiceNow platform
  • Support the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing
  • Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of one or two additional administrators
  • Provide expert-level support and technical mentoring, assist customers with proof-of-concept activities, and lead practice build efforts to include development of practice intellectual property (IP).
  • Lead ServiceNow Implementation engagement projects
  • What You Bring to the Role :

  • Demonstrated ability to develop workshop presentations and process documentation (advanced Microsoft Visio, PowerPoint, Word skills)
  • Knowledge of the ServiceNow platform as well as experience delivering ServiceNow implementations
  • Functional knowledge and implementation experience of ITSM frameworks and ITIL v3 (must for Sr. Consultant and Manager).
  • Experience working in a client facing role with both technical and functional stakeholders with strong relationship management skills and a passion for client satisfaction and delivery excellenceExperience in engagement management and leading ITSM implementations and transformations
  • Required Qualifications :

  • Minimum 2 years of experience managing technology engagements
  • 2 years ServiceNow Tech configuration and development experience
  • Experience leading a team of direct reports
  • Willingness to travel up to 30%
  • Experience leading a team of direct reports
  • Strong oral and written communication skills, including presentation skills
  • Strong problem solving and troubleshooting skills
  • Ability to work both independently and as part of team
  • Willingness to mentor junior staff
  • Strong analytical and technical skill
  • LI-MS1

    Why Choose KPMG? Making the right career choice is important, finding the right company is essential. Watch this video to see the type of people that thrive at KPMG.

    Location Toronto, ON ,Our Values, The KPMG Way

    We lead by example We work together We respect the individual

    We seek the facts and provide insight We are open and honest in our communication

    We are committed to our communities Above all, we act with integrity

    KPMG is an equal opportunity employer and values diversity in its workforce. KPMG encourages applications from all qualified individuals and will accommodate applicants' disability-

    related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. Any assessment and selection materials or processes used during the recruitment process will be available in an accessible format to applicants with disabilities, upon request.

    If you require a disability-related accommodation in order to participate in the recruitment process , please contact the HR Shared Service Centre by email at cafmcdnhrsthotline kpmg.

    ca or by phone at 416-777-8002 or toll free 1-888-466-4778 (Option 1). KPMG will consult with all applicants with disabilities who request accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.

    Category Other Service Line Technology Consulting ,Industry Not Applicable

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