Focus on SAP
ServiceNow Senior Engagement Manager
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Position: ServiceNow Senior Engagement Manager
Employment Type: Contract
Start: ASAP (September/October 2026)
Duration: 12 Months
Location: Remote (Must be UK based)
Language(s): English
Focus on SAP is a specialist SAP and ERP Recruitment organisation offering both permanent and contract staffing solutions on a global scale.
Client
Partnered with a global leader in digital transformation and IT services, working with some of the world’s biggest brands. Their mission is not only to deliver cutting-edge technology but also to empower organisations to create meaningful impact for the people and communities they serve. For you, this means working on challenging projects that demand innovation, collaboration, and thought leadership.
Role
We are seeking an experienced ServiceNow Senior Engagement Manager to lead the delivery of large-scale, complex ServiceNow Professional Services engagements across a portfolio of enterprise customers.
This senior, customer-facing role combines ServiceNow programme delivery, engagement management, commercial governance and technical oversight, with accountability for delivering against SOW, budget, schedule, quality and customer outcomes.
You will act as the primary link between customers, ServiceNow delivery teams and partners, providing governance across the engagement lifecycle while driving delivery performance, risk management, resource planning and value realisation.
Key Responsibilities
Engagement & Delivery Leadership
- Lead a portfolio of complex ServiceNow engagements, ensuring delivery against agreed SOW, milestones, budgets, timelines and customer outcomes.
- Establish effective programme governance, RIDAC, delivery plans, status reporting and escalation frameworks, proactively managing risks, issues and dependencies.
- Provide oversight across ServiceNow solution design, configuration, integrations, testing and technical delivery, ensuring quality and alignment with customer objectives.
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Customer & Commercial Management
- Act as the primary customer-facing contact across delivery, resourcing, schedules, commercials and engagement performance.
- Identify scope creep, SOW deviations and delivery risks, supporting Change Orders and corrective actions where required.
- Partner with Finance and Commercial teams to manage financial burn, contracted hours, invoicing and revenue forecasting.
Portfolio & Resource Management
- Manage resource planning, scheduling and utilisation across multiple concurrent ServiceNow engagements.
- Monitor consultant performance, delivery health and SOW commitments, escalating risks and resolving resourcing gaps.
- Coordinate consultant onboarding, offboarding, access, customer introductions and engagement readiness.
- Coach and mentor Engagement Managers and delivery teams, driving delivery quality, innovation and customer value realisation.
Key Skills
- 8+ years’ Professional Services / ServiceNow delivery and Project Management experience, with a track record leading large, complex enterprise engagements.
- Strong ServiceNow platform knowledge across ITSM, ITOM, ITAM and enterprise workflows, with an understanding of solution design, architecture and ServiceNow integrations.
- Proven Engagement Management and customer-facing delivery leadership, managing programmes against SOW, budget, schedule, scope and business outcomes.
- Strong experience across programme/project governance, RAID/RIDAC, resource planning, financial management, forecasting and executive reporting.
- Proven ability to lead distributed delivery teams, partners and multiple concurrent customer engagements, balancing resources and competing priorities.
- Strong technical awareness with the ability to review and govern ServiceNow solution design, configuration, integrations, testing and technical documentation.
- Experience facilitating current-state / future-state workshops and supporting scalable ServiceNow workflow and transformation solutions.
- Strong understanding of AI-enabled ServiceNow workflows, using AI to improve processes, insights, decision-making and customer outcomes.
- Excellent stakeholder management, commercial awareness and communication skills, with the confidence to manage expectations, difficult conversations and senior customer relationships.
Get help with your application
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If you are interested or would like to know more, please email jonathan.la@focusonsap.org with your CV and availability to speak.
Applicants must be UK residents with a valid right to work in the UK.
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