Professional Services - ServiceNow Engagement Manager

Serve as primary client day-to-day contact and ensures client requirements are defined and met* Provides thought leadership and delivers business insights to identify and resolve complex issues critical to their clients’ success* Owns the overall problem definition, structuring and execution of the project, with on time delivery, ensuring all project goals are met* Manages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performance* Interacts regularly with leaders and clients stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverables* Assists in maintaining ongoing relationship with the client and identifies future engagement opportunities* Individual will provide leadership and direction in establishment of standardized project management processes. This entails:o Owning project/program baseline development and implementation in a computerized environment that supports reportingo Developing and maintaining the project plans through the use of the project work breakdown structures, product backlogs, sprint backlogs, project and program charters, scope definition, schedules, resource requirements, resource allocation and forecasting as well definition and issuance of relevant reports for clients and managemento Working collaboratively with client stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectationo Promoting a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. S/he will also coordinate resolution of issues through the use of change management and consensus building.The engagement manager also oversees client billing. Task-based Responsibilities:o Project Reviewso Meet with customer liaison/project team leaders and executives on the status of the projectso Meet with Resource Manager on status of projectso Meet with Senior Manager, where required, on status of projectso Resource Managemento Participate in interview process for new consultant hiringo Planning for individual project teamo Keep resource forecast updated weeklyo Manage resource utilization across projectso Resolve resource allocation conflictso Review actual hours billed vs. forecasted hours on a weekly basiso Update backlog and report to Resource Manager of Professional Serviceso Look for opportunities to increase utilization – partner projects, fast track projectso Partner Relationship/Workload Managemento Work with and project manage partners working in conjunction with the project teamo Escalate issues with partner resources, including timely delivery, scope issues or other conflicts as they ariseo Skill managemento Offer insight into capability gaps/hiring and training needso PTO Tracking for utilization reportingo Other relevant duties as assigned10+ Years of experience. Serve as primary client day-to-day contact and ensures client requirements are defined and met* Provides thought leadership and delivers business insights to identify and resolve complex issues critical to their clients’ success* Owns the overall problem definition, structuring and execution of the project, with on time delivery, ensuring all project goals are met* Manages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performance* Interacts regularly with leaders and clients stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverables* Assists in maintaining ongoing relationship with the client and identifies future engagement opportunities* Individual will provide leadership and direction in establishment of standardized project management processes. This entails:o Owning project/program baseline development and implementation in a computerized environment that supports reportingo Developing and maintaining the project plans through the use of the project work breakdown structures, product backlogs, sprint backlogs, project and program charters, scope definition, schedules, resource requirements, resource allocation and forecasting as well definition and issuance of relevant reports for clients and managemento Working collaboratively with client stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectationo Promoting a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. S/he will also coordinate resolution of issues through the use of change management and consensus building.The engagement manager also oversees client billing. Task-based Responsibilities:o Project Reviewso Meet with customer liaison/project team leaders and executives on the status of the projectso Meet with Resource Manager on status of projectso Meet with Senior Manager, where required, on status of projectso Resource Managemento Participate in interview process for new consultant hiringo Planning for individual project teamo Keep resource forecast updated weeklyo Manage resource utilization across projectso Resolve resource allocation conflictso Review actual hours billed vs. forecasted hours on a weekly basiso Update backlog and report to Resource Manager of Professional Serviceso Look for opportunities to increase utilization – partner projects, fast track projectso Partner Relationship/Workload Managemento Work with and project manage partners working in conjunction with the project teamo Escalate issues with partner resources, including timely delivery, scope issues or other conflicts as they ariseo Skill managemento Offer insight into capability gaps/hiring and training needso PTO Tracking for utilization reportingo Other relevant duties as assigned10+ Years of experience. Serve as primary client day-to-day contact and ensures client requirements are defined and met* Provides thought leadership and delivers business insights to identify and resolve complex issues critical to their clients’ success* Owns the overall problem definition, structuring and execution of the project, with on time delivery, ensuring all project goals are met* Manages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performance* Interacts regularly with leaders and clients stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverables* Assists in maintaining ongoing relationship with the client and identifies future engagement opportunities* Individual will provide leadership and direction in establishment of standardized project management processes. This entails:o Owning project/program baseline development and implementation in a computerized environment that supports reportingo Developing and maintaining the project plans through the use of the project work breakdown structures, product backlogs, sprint backlogs, project and program charters, scope definition, schedules, resource requirements, resource allocation and forecasting as well definition and issuance of relevant reports for clients and managemento Working collaboratively with client stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectationo Promoting a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. S/he will also coordinate resolution of issues through the use of change management and consensus building.The engagement manager also oversees client billing. Task-based Responsibilities:o Project Reviewso Meet with customer liaison/project team leaders and executives on the status of the projectso Meet with Resource Manager on status of projectso Meet with Senior Manager, where required, on status of projectso Resource Managemento Participate in interview process for new consultant hiringo Planning for individual project teamo Keep resource forecast updated weeklyo Manage resource utilization across projectso Resolve resource allocation conflictso Review actual hours billed vs. forecasted hours on a weekly basiso Update backlog and report to Resource Manager of Professional Serviceso Look for opportunities to increase utilization – partner projects, fast track projectso Partner Relationship/Workload Managemento Work with and project manage partners working in conjunction with the project teamo Escalate issues with partner resources, including timely delivery, scope issues or other conflicts as they ariseo Skill managemento Offer insight into capability gaps/hiring and training needso PTO Tracking for utilization reportingo Other relevant duties as assigned10+ Years of experience. 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