Senior Engagement Manager

• ServiceNow Professional Services / Consulting experience
• Ability to travel.
• Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) and customer expectations
• Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps
• Serve as the primary customer-facing contact - handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace
• Produce and distribute weekly/bi-weekly status reports across the portfolio, providing clear visibility of utilisation, risks, actions, and financial burn to both customers and internal leadership
• Maintain accurate records of consultant time, scheduling confirmations, and SOW milestone tracking to support accurate and timely invoice processing
• Monitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner
• Support the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarisation, and customer introductions
• Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio
• Identify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required

Responsibility of / Expectations from the Role

Leads large and complex engagements ensuring on-time, on-budget delivery and managing delivery teams while providing technical leadership and guidance to customers.

Design scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives and integrating AI into work processes, decision-making and problem-solving.

Conduct workshops, assess current-state processes, and define future-state technical solutions applying

AI tools to streamline workflows, generate insights and support strategic initiatives under guidance.

Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.

Key point of communication and coordination for the delivery team, working with the Sales Account Team, partner and customer to understand the customer and the engagement

Coach and mentor service partners, Engagement Managers and Associate Engagement to achieve project deliverables while driving solution quality, innovation and customer value realization.