Senior Engagement Manager

Senior Engagement Manager

Reference

JBRQ0001150

Description

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

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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

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