Senior Engagement Manager

The Senior Engagement Manager (SEM) is responsible for managing the successful deployment of the solution, acting as the primary client contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of client satisfaction.

Position Responsibilities:

  • Single point of contact and escalation for multiple large and complex client engagements
  • Lead project teams throughout the delivery process
  • Partner with the Sales team and client to understand the services to be delivered
  • Facilitate solution workshops and assist the client with product requirements
  • Manage the scope, schedule, budget, risks, issues, changes, resourcing, and other project functions
  • Mentor team members to achieve the services objectives
  • Identify gaps in solution delivery and propose solutions and escalate as needed
  • Identify up sell opportunities and provide details to Sales and Solutioning teams
  • Identify areas for and participate in Continuous Improvement activities

Requirements

  • Demonstrated ability to lead teams and achieve success with multiple, concurrent ServiceNow implementation projects, balancing scope, timeline, and budget constraints
  • 7+ years’ experience in a professional services organization with consulting experience
  • 2+ years’ experience in ServiceNow consulting
  • A bachelor’s degree or equivalent experience
  • Agile Scrum experience and Scrum Master certification is desirable
  • Project Management Professional (PMP) or similar certification is preferred
  • ITIL Foundations Certification is preferred
  • Very strong communication skills with the ability to set appropriate expectations with the client
  • Very strong organizational and analytical skills
  • Strong interpersonal skills, client-centric attitude, ability to operate in a culturally diverse environment
  • Experience driving complex issues through analysis and resolution
  • Comfortable leading workshops for large companies
  • ServiceNow certifications in aligned workflow and administration are desired
  • Experience managing several concurrent projects is desired (5+)

Benefits

  • The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages, so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it’s up to you!
    • Flexible remote work options
    • Additional PTO day for mental health
    • Competitive paid time off
    • Half-day Fridays
  • Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.
    • Paid maternity and paternity leave for biological birth and adoption
    • Newborn, adoption and fertility assistance
    • Competitive training & development programs
    • Healthcare Plan
    • 401(k) with employer match
    • 10 days toward bereavement leave

Equal Employment Opportunity:

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.