Posted on May 24, 2021


  • In this role, you are responsible for leading the successful delivery of ServiceNow solutions and services, in a client consulting environment.
  • The ideal candidate is a program/project manager who has a proven track record of leading successful deployments of Enterprise Software Solutions in a client environment, with a passion for delivering real business value to customers.
  • You are responsible for managing the full systems development lifecycle from requirements gathering through coding, testing and implementation.
  • You work closely with clients and must demonstrate individual, functional and professional knowledge to ensure work products and deliverables are of the highest caliber.
  • You are accountable for building and maintaining excellent customer relationships, setting and managing customer expectations, and ensuring a high customer satisfaction level while keeping an eye on opportunities in the same firm.


Engagement manager responsibilities include, but are not limited to, the following:

  • Pre-Engagement
    • Engagement Kickoff.
    • Review and understand the signed statement of work and contract.
    • Ensure that the delivery team is briefed on the deliverables and milestones of the project.
    • Set up the appropriate systems of record with information needed to track project progress.
    • Coordinate all pre-engagement activities with the Sales team, the Delivery team and the customer.
    • Work with Delivery Managers in acquiring the correct resource(s) for the project.
  • Engagement Execution
    • Prepare and manage the project and resource plan.
    • Assign team members to specific tasks within the project and deploy resources from other teams inside the company (such as specialist consultants) as needed.
    • Ensure timecard are reviewed and submitted on time (weekly and monthly) to the customer, the project management office and accounts.
    • Manage project scrum teams and hold regular team meetings to review current work.
    • Use Agile Methodology to deliver projects.
    • Manage and document project’s Risks, Assumptions, Issues, and Dependencies.
    • Monitor project scope, review, document and approve project change orders.
    • Ensure timely and accurate billing and invoicing of the client.
    • Generate weekly status reports and present to the customer and to internal leadership.
    • Serve as the first point of escalation, and address customer issues with speed and efficiency.
    • Work with sales teams to generate new business.
  • Engagement Closure
    • Survey the customer for satisfaction level and feedback.
    • Ensure that the engagement is registered in appropriate systems of record.
    • Plan and execute the project go-live.
    • Manage project scrum teams and hold regular team meetings to review current work.
    • Drive a project retrospective, document and publish lessons learned.
    • Release project resources.
    • Monitor project scope, review, document and approve project change orders.
    • Write up a caselet for publication when needed.


  • Proven experience leading the deployment of Enterprise Software (ideally ITIL related) solutions in client environments.
  • Proven experience working with Enterprise Software companies and/or Consulting companies.
  • Experience with one or more of the following platforms is essential: HP Service Manager, Remedy ITSM v7.6, ServiceNow, CA Service Desk Manager.
  • Excellent communication skills.
  • Attention to detail.
  • Team player, who is flexible and responsive to emerging client needs.
  • Project Management Professional (PMP) certification a plus.
  • Scrum Master Certification a plus.
  • In-depth Excel knowledge and experience with data analytics.
  • Experience in Service Architect / Service Strategist disciplines.
  • Senior level and mature understanding years of IT Service portfolio, Service Delivery Management principles with a proven track record of defining services, defining service level targets and defining Service Delivery/Governance Structure.
  • Proven leadership responsibility in managing multiple, large, cross-functional teams or projects and influencing senior-level management and key stakeholders.
  • Experience in writing, editing and delivering strategic communications.
  • Experience leading organizational change management projects.


  • Bachelor’s Degree, preferably in Information Technology, and at least 5 years of experience in consulting and project management.
  • PMP Certification (preferred).
  • Scrum Master Certification (preferred).
  • ITIL v2 or v3 Foundations Certification (preferred).
  • ITIL v3 certification (highly desired).
  • ServiceNow System Administrator (highly desired).
  • ServiceNow Certified Implementation Specialist (preferred).

Kloves offers a complete benefits package designed with your needs in mind. We strive to take an “employee first” approach.

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