The Sr. Engagement Manager provides a rapid path to success and ongoing value for customers. Senior Engagement Manager establishes, maintains, and delivers on-site and remote management of a customer's implementation from Pre-Sales to customer handover and acceptance while using ServiceNow Implementation Methodology.
Sr. Engagement Managers are primarily responsible for managing the successful deployment of a scoped solution, acting as the primary customer contact for services, handling issues, escalating as appropriate, providing status reports to stakeholders, and maintaining 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.
Key Responsibilities:
* Understand customer outcomes and ensure project deliverables positively impact these outcomes.
* Manage customer expectations regarding project outcomes, progress, and scope changes.
* Serve as the main contact for internal and customer program management teams to facilitate collaboration and decision-making. Motivate the team and ensure a positive customer experience.
* Accelerate value realization through effective program management and quality assurance, leading to efficiencies, cost savings, and faster business results.
* Apply program management expertise based on experience and ServiceNow methodologies.
* Manage project schedules with sound governance and rigorous execution throughout the project lifecycle.
* Proactively manage scope, balancing business value and technology considerations.
* Control costs through governance to align requirements with scope and objectives.
* Develop and execute risk management, issue resolution, and customer communication plans.
* Ensure a smooth transition to the customer post-project, including knowledge transfer and support handover.
* Work with Sales to produce Statements of Work (SOWs) based on customer needs.
* Plan and conduct project kick-offs, daily scrum calls, review meetings, and customer interactions.
* Prepare and share project status reports for stakeholders.
* Conduct ITIL-based Gap Analysis workshops to help derive product requirements.
* Coordinate with internal teams like Resource Management, Finance, and Sales for smooth process execution.
* Maintain project status updates in professional services tools.
* Identify and communicate up-sell opportunities to Sales.
Qualifications and Experience:
* Bachelor's degree or equivalent experience.
* Minimum 5+ years in IT Service Management consulting.
* Experience with SaaS and PaaS implementations.
* Experience supporting or implementing ServiceNow products in an enterprise environment is a plus.
* Strong knowledge of Agile project management methodologies.
* Experience leading workshops, including for Fortune 100 companies.
* Understanding of ITSM and ITIL processes.
* Proven leadership in ITSM solution implementation and IT operations.
* Experience in preparing business documentation like SOWs.
* Excellent communication, presentation, and negotiation skills.
* Active listening and feedback incorporation skills.
* Strong interpersonal skills, client-centric attitude, and cultural sensitivity.
* Proficient in documentation and presentation, with creative thinking and hands-on delivery skills.
* Ability to analyze data and make informed decisions.
* Experience managing multiple international projects.
* Fluent in Spanish and English (spoken and written); Spain-based location, preferably Madrid.
Certifications:
* ITIL v3 or v4
* ScrumMaster
* PMP
About Volteo Digital:
Volteo Digital is a global consulting firm providing end-to-end implementation, managed services, training, and talent placement for ServiceNow solutions.
Mission:
To enable customer success through business transformation and meaningful opportunities for employees.
Vision:
To be recognized as the ServiceNow Telecom and Finance partner of choice globally.
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