MRL Consulting Group | Global Niche Technology Recruitment
Senior Engagement Manager
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Senior Engagement Manager – ServiceNow
UK | Hybrid / Office-based
Permanent | Full-time | 40 hours per week
Lead complex ServiceNow engagements. Shape transformation. Deliver outcomes.
An established global technology and digital transformation organisation is looking for an experienced Senior Engagement Manager to lead large and complex ServiceNow engagements for major UK and international clients.
This is a senior role combining engagement leadership, customer management, delivery governance, commercial oversight, and ServiceNow expertise.
You'll be responsible for bringing together customers, consultants, delivery teams, and partners to ensure complex programmes deliver against their strategic objectives.
The Role
You'll take ownership of a portfolio of client engagements, providing end-to-end oversight and ensuring delivery is on time, on budget, and aligned with agreed customer outcomes.
You'll
- Lead large and complex ServiceNow engagements throughout the delivery lifecycle
- Provide leadership and direction to cross-functional and geographically distributed delivery teams
- Act as a key customer-facing contact, building strong and trusted relationships
- Establish governance structures and drive effective decision-making
- Manage risks, issues, dependencies, and actions across the engagement portfolio
- Manage resource booking, scheduling, and capacity across multiple engagements
- Monitor utilisation, financial burn, SOW performance, and overall engagement health
- Produce clear weekly/bi-weekly reporting for customers and internal leadership
- Identify scope creep, SOW deviations, and resourcing risks at an early stage
- Support Change Orders and commercial processes where required
- Work closely with Finance and Commercial teams on forecasting and revenue reconciliation
- Coordinate consultant onboarding and offboarding
- Maintain accurate SOW, milestone, timesheet, and invoicing information
- Review and challenge technical deliverables to ensure quality and alignment with customer objectives
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What we're looking for
We're looking for an experienced ServiceNow engagement/delivery leader who can operate confidently across technology, project delivery, commercial management, and senior customer relationships.
You'll Ideally Have
- Proven experience leading large and complex ServiceNow engagements
- Strong ServiceNow project management experience
- Knowledge of ITSM, ITOM, ITAM, Platform Workflows, and ServiceNow integrations
- Experience with solution design and technical architecture
- Experience leading delivery teams and working with services partners
- Strong stakeholder and customer management skills
- Experience conducting workshops and defining current- and future-state solutions
- The ability to design scalable ServiceNow solutions aligned with long-term customer objectives
- Experience applying AI to workflows, decision-making, problem-solving, and strategic initiatives
- The confidence to manage challenging conversations and competing priorities
- Strong commercial awareness and an understanding of SOW, utilisation, financial burn, and revenue forecasting
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Certifications
Ideally, you'll hold relevant certifications including
- ServiceNow CSA / CAD / CIS
- PMP / PRINCE2
Additional ServiceNow certifications are advantageous.
Experience with ServiceNow PPM/SPM or similar project and resource management platforms would also be beneficial.
Why consider this opportunity?
This is much more than a traditional project management role.
You'll be working with major enterprise clients on complex transformation programmes, influencing delivery strategy, solving challenging problems, and building relationships at a senior level.
If you're an experienced ServiceNow professional who enjoys taking ownership, leading complex engagements, and delivering measurable customer outcomes, this could be an excellent next step.
Interested? Apply now or get in touch for a confidential conversation about the opportunity.
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