ServiceNow Engagement Manager

Remote working

Salary dependent on experience

The Engagement Manager (EM) oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results. This requires the EM to complete the project following ServiceNow's leading practice methodology, working in collaboration with the customer project team, ensuring the governance process is followed.

The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures.

• Lead the delivery team throughout the engagement.
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials.
• Managing stakeholders, building client relationships to understand and define needs.
• Work with the Sales Account Team and customer to understand the customer and the engagement; including challenges, issues, and value being delivered.
• Understand the scope and align the deliverables accordingly.
• Be the single contact to encourage collaboration and customer agreement on proposed solutions.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

Key skills:

• Experience as part of a professional services organization
• ServiceNow implementation experience preferred
• Creativity with comfort running projects independently
• Success driving complex issues through analysis and resolution
• Experience of working collaboratively as part of a team or in a matrix environment
• ServiceNow certifications would be beneficial
• Knowledge of ITOM preferred
• Knowledge of ServiceNow Portal preferred