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.
JOB RESPONSIBILITIES
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.
DESIRED SKILLS AND EXPERIENCE
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.
EDUCATION AND CERTIFICATIONS
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).
