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Senior Engagement Manager
Senior Engagement Manager
Reference
JBRQ0001150
Description
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As a Senior Engagement Manager with GlideFast Consulting, you will be accountable for the management and delivery of ServiceNow implementation projects. You will provide oversight and management of resources, as well as scope, schedule and cost related to projects. Utilizing best practices for effective project management, you will lead project management and operational support activities to define work schedules and assignments, review deliverables, manage discrepancies and communicate effectively with the customer and team.
Responsibilities
PRIMARY RESPONSIBILITIES:
Develop and maintain relations with key client stakeholders
Partner with clients to provide best practice solutions in order to meet their business objectives
Provide oversight and management of scope, time and schedule on assigned projects
Manage projects using the GlideFast Engagement Methodology based on the ServiceNow Adaptive Implementation Methodology (SAIF)
Develop Work Breakdown Structures and full project plans using MS Project or other project management tools
Ensure PPM is updated on a regular basis with project state, completeness, risks and issues
Ensure weekly status updates are communicated to clients and management
Update resource plans on a regular basis as directed by management
Ensure project collateral is delivered to clients in a timely manner and centrally stored.
This includes, but not limited to, pre-implementation checklists, kick-off meeting and workshop presentation decks, project plans and meeting agendas/notes
Collaborate with solution consultants, business process consultants, and developers to deliver solutions to the client
Direct discovery workshops at client site and/or remotely to validate requirements for engagement
Deliver measurable, positive results within the client and team’s timeline resulting in positive feedback from clients
SECONDARY RESPONSIBILITIES:
Assist other project team members with project activities, cover additional projects for team PTO
Serve as a project escalation point as the primary liaison between clients and project teams
Participate in customer success reviews and be an advisor to strategic-level clients
Maintain consistent satisfactory CSAT scores
Contribute to team development and knowledge sharing through Share the Wealth, training, blogs, mentorship and/or team support
Contribute to centers of excellence development
Keep up to date on all Delta releases
Work independently as well as part of a team using good communication and positive attitude, promoting our passionate and family-like culture
Continue learning service delivery solutions, technologies and methodologies.
Be a trusted advisor to the customer through understanding their existing and future needs to drive the ServiceNow solution
Complete client case studies, where applicable, and assist Marketing with customer content
Demonstrate ability to juggle multiple complex projects or initiatives at one time
Deliver measurable, positive results within the client and team’s timeline resulting in positive feedback from clients
Develop and maintain relations with key client stakeholders
Partner with clients to provide best practice solutions in order to meet their business objectives
Provide oversight and management of scope, time and schedule on assigned projects
Manage projects using the GlideFast Engagement Methodology based on the ServiceNow Adaptive Implementation Methodology (SAIF)
Develop Work Breakdown Structures and full project plans using MS Project or other project management tools
Ensure PPM is updated on a regular basis with project state, completeness, risks and issues
Ensure weekly status updates are communicated to clients and management
Update resource plans on a regular basis as directed by management
Ensure project collateral is delivered to clients in a timely manner and centrally stored.
This includes, but not limited to, pre-implementation checklists, kick-off meeting and workshop presentation decks, project plans and meeting agendas/notes
Collaborate with solution consultants, business process consultants, and developers to deliver solutions to the client
Direct discovery workshops at client site and/or remotely to validate requirements for engagement
Deliver measurable, positive results within the client and team’s timeline resulting in positive feedback from clients
SECONDARY RESPONSIBILITIES:
Assist other project team members with project activities, cover additional projects for team PTO
Serve as a project escalation point as the primary liaison between clients and project teams
Participate in customer success reviews and be an advisor to strategic-level clients
Maintain consistent satisfactory CSAT scores
Contribute to team development and knowledge sharing through Share the Wealth, training, blogs, mentorship and/or team support
Contribute to centers of excellence development
Keep up to date on all Delta releases
Work independently as well as part of a team using good communication and positive attitude, promoting our passionate and family-like culture
Continue learning service delivery solutions, technologies and methodologies.
Be a trusted advisor to the customer through understanding their existing and future needs to drive the ServiceNow solution
Complete client case studies, where applicable, and assist Marketing with customer content
Demonstrate ability to juggle multiple complex projects or initiatives at one time
Deliver measurable, positive results within the client and team’s timeline resulting in positive feedback from clients
Qualifications
REQUIRED SKILLS/EXPERIENCE:
3-5 years in a consulting position, managing professional service engagements
Working expertise with Agile required
Working expertise of ITIL is required
Working experience leading implementations of (3) or more ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, etc.) is required
REQUIRED SOFT SKILLS:
Utilize strong communication, presentation and writing skills
Uphold excellent time management and organization skills
Consultative skills for software service delivery to lead customers in improving their processes and organizational models
Be a great leader and team player with a record of accomplishment in managing multiple complex tasks
Maintain professionalism and an uninterrupted work environment during all client meetings and interactions.
Excellent communication skills (written and verbal) with strong presentation and facilitation skills
EDUCATION:
ITIL V3 or V4 Foundations Certification required
ServiceNow Certified System Administrator is required
BA/BS Degree education preferred
PMP Certification preferred
3-5 years in a consulting position, managing professional service engagements
Working expertise with Agile required
Working expertise of ITIL is required
Working experience leading implementations of (3) or more ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, etc.) is required
REQUIRED SOFT SKILLS:
Utilize strong communication, presentation and writing skills
Uphold excellent time management and organization skills
Consultative skills for software service delivery to lead customers in improving their processes and organizational models
Be a great leader and team player with a record of accomplishment in managing multiple complex tasks
Maintain professionalism and an uninterrupted work environment during all client meetings and interactions.
Excellent communication skills (written and verbal) with strong presentation and facilitation skills
EDUCATION:
ITIL V3 or V4 Foundations Certification required
ServiceNow Certified System Administrator is required
BA/BS Degree education preferred
PMP Certification preferred
A successful candidate will have the opportunity to enroll in insurance and other role-based benefits for more information reach out to recruits@glidefast.com
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