top of page
Senior Engagement Manager
Senior Engagement Manager
Reference
JBRQ0001150
Description
Apply
Thank you for applying! We'll be in touch.
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
ESSENTIAL FUNCTIONS:
* Develop and manage 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 results within the appropriate timeline resulting in positive customer feedback
* Create and adapt executive level status presentations, roadmaps, and delivery plans
ADDITIONAL FUNCTIONS:
* 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
* Develop and manage 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 results within the appropriate timeline resulting in positive customer feedback
* Create and adapt executive level status presentations, roadmaps, and delivery plans
ADDITIONAL FUNCTIONS:
* 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
Qualifications
REQUIRED SKILLS/EXPERIENCE:
* 4+ years in a consulting position, managing professional service engagements
* 4+ years experience leading implementations of (3) or more ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, or other additional products) is required
* Working expertise with Agile is required
* Working expertise of ITIL is required
* Experience as a Scrum Master or RTE
REQUIRED SOFT SKILLS:
* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks
* Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving.
* Excellent proficiency with English language: written, reporting, verbal/oral communication skills; must be an effective presenter
* Proven troubleshooting skills
* Continue learning service delivery solutions, technologies, and methodologies.
* Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
* Excellent communications skills required – verbally with all levels of customer IT and business management as well as written with technical assessments and project-related reports
* 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
SUPERVISORY:
* N/A
CERTIFICATIONS/EDUCATION:
* ITIL V3 or V4 Foundations Certification required
* ServiceNow Certified System Administrator required
* Agile/SAFe Scrum Master Certification required
* Degree in Information Technology or related field (or equivalent experience)
* ServiceNow specialty certification (PPM, Agile, DevOps, or other additional products)
* PMP Certification preferred
* 4+ years in a consulting position, managing professional service engagements
* 4+ years experience leading implementations of (3) or more ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, or other additional products) is required
* Working expertise with Agile is required
* Working expertise of ITIL is required
* Experience as a Scrum Master or RTE
REQUIRED SOFT SKILLS:
* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks
* Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving.
* Excellent proficiency with English language: written, reporting, verbal/oral communication skills; must be an effective presenter
* Proven troubleshooting skills
* Continue learning service delivery solutions, technologies, and methodologies.
* Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
* Excellent communications skills required – verbally with all levels of customer IT and business management as well as written with technical assessments and project-related reports
* 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
SUPERVISORY:
* N/A
CERTIFICATIONS/EDUCATION:
* ITIL V3 or V4 Foundations Certification required
* ServiceNow Certified System Administrator required
* Agile/SAFe Scrum Master Certification required
* Degree in Information Technology or related field (or equivalent experience)
* ServiceNow specialty certification (PPM, Agile, DevOps, or other additional products)
* 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
Join The GlideFast Team
Work with the best consultants and developers in the industry.
bottom of page