Senior Engagement Manager

ulliServiceNow Professional Services / Consulting experience /liliAbility to travel. /liliOwn 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 /liliManage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps /liliServe as the primary customer-facing contact — handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace /liliProduce 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 /liliMaintain accurate records of consultant time, scheduling confirmations, and SOW milestone tracking to support accurate and timely invoice processing /liliMonitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner /liliSupport the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarisation, and customer introductions /liliMaintain RIDAC logs and ensure actions are followed up consistently across the portfolio /liliIdentify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required /li /ulpstrongResponsibility of / Expectations from the Role /strong /ppLeads large and complex engagements ensuring on-time, on-budget delivery and managing delivery teams while providing technical leadership and guidance to customers. /ppDesign scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives and integrating AI into work processes, decision-making and problem-solving. /ppConduct workshops, assess current-state processes, and define future-state technical solutions applying /ppAI tools to streamline workflows, generate insights and support strategic initiatives under guidance. /ppReview, guide and validate technical deliverables including configuration, integrations, testing and technical documentation. /ppKey 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 /ppCoach and mentor service partners, Engagement Managers and Associate Engagement to achieve project deliverables while driving solution quality, innovation and customer value realization. /p