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