E-Solutions
Senior Engagement Manager
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Job Summary
We are seeking an experienced Senior Engagement Manager to lead the successful delivery of ServiceNow Customer Outcomes engagements. The ideal candidate will be responsible for end-to-end project delivery, resource and financial management, stakeholder communication, and ensuring engagements are delivered in accordance with the Statement of Work (SOW). This role also acts as the Scrum Master, driving Agile delivery and coaching customer project teams throughout the implementation lifecycle.
Key Responsibilities
- Lead the successful delivery of ServiceNow implementation and Customer Outcomes engagements.
- Manage project scope, schedule, budget, resources, risks, and issues to ensure on-time, high-quality delivery.
- Act as the primary point of contact between ServiceNow and the customer throughout the engagement.
- Ensure compliance with the Statement of Work (SOW) and contractual commitments.
- Plan and allocate appropriate resources to support project delivery.
- Facilitate Agile ceremonies and perform the role of Scrum Master during ServiceNow implementation.
- Coach and mentor customer project managers on Agile delivery and Scrum best practices.
- Provide regular project status updates, progress reports, and executive communications.
- Drive stakeholder engagement and support organizational transformation initiatives.
- Maintain strong customer relationships and ensure successful project outcomes.
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Required Skills & Experience
- 8+ years of Project Management or Management Consulting experience.
- Proven experience leading enterprise software implementation projects.
- Strong experience delivering ServiceNow implementation engagements.
- Experience in SOW development, contract review, and project governance.
- Strong knowledge of Agile/Scrum methodologies.
- Excellent project planning, budgeting, resource management, and risk management skills.
- Strong stakeholder management, leadership, communication, and presentation skills.
- Good understanding of the ServiceNow platform and Customer Outcomes methodology.
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Preferred Certifications
- PMP or PRINCE2
- ITIL Foundation
- ServiceNow NowCreate Certification
Preferred Skills
- ServiceNow Customer Outcomes delivery experience.
- Ability to influence business transformation initiatives.
- Strong leadership, problem-solving, and decision-making skills.
- Experience managing complex enterprise engagements in Agile environments.
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