Job Description

As a member of our Delivery Services organization. The Senior Engagement Manager is primarily responsible for managing the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction and project profitability. 

The Senior Engagement Manager will often be placed on engagements of a more complex nature, requiring advanced skillsets in Project management and Communication skills.

Key Areas of Responsibility

Own Professional Services delivery to a customer
Understand the customer business including the business issues and problems being resolved by the
Professional Services engagement
Single point of contact for a customer for ServiceNow engagement and provides a conduit to other
ServiceNow teams as required
Drive and manage project risks, including identification, analysis and communication, monitoring and
control while increasing the probability of positive outcome
Manage project team work-area/backlog
Uses consultative skills and understanding of technology to explain how ServiceNow addresses
requirements and objectives
Plan and deliver project kick-off meetings
Facilitate Examine (requirements gathering) workshops to translate business requirements to tangible
configuration in ServiceNow (Stories)
Scrum Master for Sprint cycle during deployment
Hold regular project review calls / meetings with customers
Project status reporting for stakeholders
Forecast and plan for resourcing needs
Identify up sell opportunities and engage Sales & Pre-Sales teams
Validation and tracking of value delivered by ServiceNow solution
Responsible for customer satisfaction throughout the engagement cycle
Contribute to the continual improvement of Delivery Services processes as well as the maturing of the
different portfolios, capabilities, expertise, and best practices in consideration of customer needs and
requirements
Provide mentorship and guidance to other members of the team
Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities
Other duties and responsibilities as assigned

Education and/or Experience Qualifications

Bachelors degree in a technical field or equivalent experience
8+ years of software project management experience with at least 3 years managing ServiceNow projects
At least three years of consulting experience

Required Qualifications

Excellent communication skills (both written and verbal) with strong presentation and facilitation skills
Ability to set appropriate expectations with the customer
Knowledge of ITIL, minimum Foundation level, ideally higher.
Power User comfort level with ServiceNow as a daily tool
Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving governance, program/project management, business process and/or technical problems
Program definition and management. Managing multiple projects and initiatives in large customer
accounts
Demonstrated interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
Active listening skills, respecting others' point of view and take ownership of contributing the required
input while demonstrating strong communication skills (written, interpersonal, and presentational)
Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and relay that in English and not just IT jargon
Strong ownership, accountability, and attention to detail in all work efforts
Superior maturity, professionalism, and judgment; ability to excel with minimum supervision
Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”
Ability to travel 25% of the time

Preferred Qualifications

Degree or equivalent, preferably in Business Management or Information Technology, and proven
background in consulting and project management
ITIL Certified
Certified Scrum Master or PMP Certification