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, using the 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 needed, providing status reports, and maintaining high customer satisfaction. They are accountable for the entire project scope, team, resources, and overall success or failure, collaborating with stakeholders and project team members.
Key responsibilities include:
* Understanding customer outcomes and ensuring project deliverables positively impact these outcomes.
* Managing customer expectations regarding project outcomes, progress, and scope changes.
* Serving as a single point of contact for internal and customer program management, leading collaboration and decision-making, motivating teams, and ensuring a great customer experience.
* Accelerating time to value through effective program management and quality assurance, leading to cost savings and faster business results.
* Applying program management expertise based on experience and ServiceNow methodologies.
* Managing schedules with sound governance and rigorous execution throughout the project lifecycle.
* Proactively managing scope, focusing on project vision while balancing business value and technology.
* Controlling costs through established governance aligned with requirements and business objectives.
* Developing and executing risk management plans, conducting customer meetings, and tracking issues to resolution.
* Ensuring a smooth transition to the customer post-project, including knowledge transfer and record updates.
* Collaborating with Sales to produce Statements of Work (SOWs) based on customer needs.
* Planning and conducting project kick-offs, daily stand-ups, review calls, and customer meetings.
* Preparing and sharing project status reports for stakeholders.
* Delivering ITIL-based Gap Analysis workshops to help customers define product requirements.
* Collaborating with internal teams like Resource Management, Finance, and Sales to ensure smooth processes.
* Maintaining project status updates regularly on Professional Services tools.
* Identifying up-sell opportunities and communicating them to Sales.
Required experience and qualifications:
* Bachelor's degree or equivalent experience.
* Minimum of 5+ years in IT Service Management consulting.
* Experience with 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 with Fortune 100 companies.
* Knowledge of ITSM and ITIL processes.
* Proven leadership in ITSM solution implementations and IT operations.
* Experience preparing business documentation such as SOWs.
* Excellent communication, presentation, and negotiation skills.
* Active listening skills to drive feedback and improvements.
* Strong interpersonal skills, client-centric attitude, and cultural sensitivity.
* Strong documentation skills, creative thinking, and hands-on delivery capability.
* Ability to analyze data and make informed decisions.
* Effective communication of complex ideas and management of multiple projects across countries.
* Fluency in Spanish and English (spoken and written); Spain-based location, Madrid preferred.
Required certifications:
* ITIL v3 or v4 certification.
* ScrumMaster certification.
* PMP certification.
About Volteo Digital:
Volteo Digital is a global consulting firm specializing in ServiceNow implementation, managed services, training, and talent placement, aiming to maximize clients' investment in the 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
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