Engagement Manager

Position: Customer Engagement Manager

Role Overview:

We are seeking an experienced technology project manager to join our team. Whether you possess ServiceNow implementation experience or have a strong background in software project management and aspire to transition to a ServiceNow-focused career, this role is for you. You should have a passion for process and technology, excel in working with internal teams and clients to design solutions for diverse business challenges, and be adept at building strong relationships. You will be responsible for efficient project management, end-to-end project delivery, financial oversight, and building trust with our clients. Promoting project delivery best practices and ensuring successful, on-time, and on-budget project completion are central to this role.

Key Qualifications and Experience:
 

• Exceptional communication skills, consistently professional and approachable, with the ability to effectively communicate project goals, objectives, risks, issues, and timelines to team members, stakeholders, and clients.
• Outstanding organizational skills to maintain well-structured project plans, critical paths, schedules, and budgets.
• Leadership abilities to lead and motivate teams toward achieving project goals.
• Strong problem-solving skills and the capability to identify, address, and resolve project-related challenges.
• Effective time management to oversee both your own and the project team's schedules.
• Stress management skills to handle personal and team stress while ensuring project progress in the face of setbacks.
• Experience in delivering client-facing Agile projects.
• Proven project management experience in ITSM platforms or other software implementations like Salesforce, Zendesk, Oracle, SAP, MS Dynamics 365, BMC Remedy.
• Demonstrated ability to own client relationships, act as a trusted advisor, and exhibit commercial awareness.
• Proficiency in Project Management methodologies.

Desirable Skills:
 

• ServiceNow implementation experience.
• Deep understanding of process design and improvement.
• Experience in a business analysis capacity to capture client requirements.

Essential Certifications:
 

• Agile-based project management certification (e.g., Agile Certified Practitioner).

Desirable Certifications:
 

• SCRUM Master.
• ITIL (or another process best practice such as Six Sigma or COBIT).
• Agile Foundation or Practitioner.
• ServiceNow certifications.

Responsibilities (including but not limited to):
 

• Manage large-scale client-facing IT projects using the Agile methodology, from order receipt to handover to BAU support.
• Take ownership of client relationships, managing delivery engagements with senior client stakeholders and project teams.
• Lead project teams, allocate work, provide leadership and direction, and make timely decisions.
• Plan and execute projects throughout their entire lifecycle, from initiation to sign-off, including requirements capture, development, QA, client UAT, training, knowledge transfer, and deployment.
• Create resource plans, addressing resourcing conflicts across the delivery portfolio to match project budgets.
• Proactively mitigate project risks, address issues, and remove blockers, escalating to management when necessary.
• Lead and facilitate project meetings, workshops, and all Agile ceremonies.
• Collaborate with third-party Business Process Consultants and Business Analysts to scope project activities.
• Provide leadership and mentorship to project teams and colleagues, sharing best practices and knowledge.
• Prepare project highlights and financial reports for clients and internal use.
• Advocate for our professional services.
• Perform the SCRUM master role during sprint execution.
• Act as the customers' advocate within the organization, ensuring their feedback is heard and acted upon.
• Stay informed about industry trends in Service Management and developments in the ServiceNow platform.

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