The Sr. Engagement Manager provides a rapid path to success and ongoing value for customers. The role involves establishing, maintaining, and delivering on-site and remote management of a customer’s implementation from Pre-Sales to customer handover and acceptance, utilizing the ServiceNow Implementation Methodology.
Sr. Engagement Managers are primarily responsible for managing the successful deployment of scoped solutions, acting as the primary customer contact for services, handling issues, escalating as needed, providing status reports to stakeholders, and maintaining high customer satisfaction. They are accountable for the entire project scope, team, resources, and overall project success or failure. Collaboration with all involved personnel, especially Stakeholders and Project Team Members, is essential.
What you get to do in this role :
* Understand customer goals and ensure project deliverables positively impact these outcomes.
* Manage customer expectations regarding project outcomes, progress, and scope changes.
* Serve as the single point of contact for internal and customer program management, leading collaboration and decision-making. Motivate your team to deliver excellent customer experiences.
* Accelerate time to value through rigorous program management and quality assurance, leading to efficiencies, cost savings, and faster business outcomes.
* Apply program management expertise based on experience and knowledge of ServiceNow methodologies.
* Manage schedules with sound governance and rigorous execution throughout the project lifecycle.
* Proactively manage scope, balancing business value and technology considerations.
* Control costs through established governance, aligning requirements with scope and objectives.
* Develop and execute risk assessment, prevention, and mitigation plans; conduct customer meetings; and identify, track, and resolve issues efficiently.
* Ensure a smooth transition to the customer post-project, including knowledge transfer and record updates, ensuring support handover.
* Work with Sales to produce Statements of Work (SOWs) based on customer requirements.
* Plan and deliver project kick-offs, conduct daily stand-ups, and hold regular review and customer meetings.
* Prepare and share project status reports for stakeholders.
* Deliver ITIL-based Gap Analysis workshops to help customers derive product requirements.
* Collaborate with internal teams like Resource Management, Finance, and Sales for smooth process execution.
* Maintain project status updates on Professional Services tools.
* Identify up-sell opportunities and communicate with Sales.
Required experience and qualifications :
* Bachelor's degree or equivalent experience.
* Minimum of 5+ years in IT Service Management consulting.
* Experience in SaaS and PaaS implementations.
* Experience supporting or implementing ServiceNow products in an enterprise setting is a plus.
* Strong knowledge of Agile project management methodologies.
* Experience leading workshops, including with Fortune 100 companies.
* Understanding of ITSM and ITIL business processes.
* Proven leadership in ITSM solution implementations and IT operations background.
* Experience in preparing business documentation like Statements of Work.
* Excellent communication, presentation, and negotiation skills.
* Active listening skills and client-centric attitude.
* Strong interpersonal skills and cultural awareness.
* Proficient in documentation and creative thinking.
* Ability to analyze data for decision-making.
* Strong verbal and written communication skills in English and Spanish.
* Experience managing multiple projects across different countries.
* Location: Madrid, Spain is preferred.
Required certifications :
* ITIL v3 or v4 certified.
* ScrumMaster certified.
* PMP certified.
About Volteo Digital :
Volteo Digital is a global consulting firm offering end-to-end implementation, consulting services, nearshore managed services, training, and ServiceNow talent placement to maximize client investments in the ServiceNow platform.
Mission :
To enable customer success through business transformation, creating meaningful opportunities for our employees.
Vision :
To be recognized as the ServiceNow Telecom and Finance partner of choice and a regional leader.
Learn more about us at J-18808-Ljbffr
#J-18808-Ljbffr