Senior ServiceNow Engagement Manager

Engagement Manager

Beyond20 is seeking an experienced Engagement Manager to join our growing training and consulting practice. This position will report to the Director of Client Engagement but will work with a significant degree of autonomy, exercising discretion and independent judgment with respect to matters of significance.

The qualified candidate will have extensive experience managing multiple, concurrent deployment projects primarily focused on ServiceNow within the commercial and/or Federal sectors. The Senior Engagement Manager will manage large-scale to mid-scale projects and execute deliverables according to the agreed-upon project contract.

While maintaining a high level of customer satisfaction, the Senior Engagement Manager is accountable for aspects of development and implementation of assigned projects and serves as a single point of contact for those projects.

The Senior Engagement Manager will be responsible for managing upgrades, enhancements, process improvements, reporting, issues resolution, and client relations for various ServiceNow projects and initiatives. Experience working with and implementing ITIL based processes is a plus.

A successful individual will have the ability to think strategically, act tactically, write effectively, and display strong analytical and critical thinking skills. The candidate must also be able to build and manage strong, cross-functional teams and demonstrate exceptional organizational skills and attention to detail.

The Senior Engagement Manager will interface with customers and other members of the Beyond20 team to transform customer requirements into fully functional solutions based on the Microsoft Project Server, SharePoint, ServiceNow, and/or Cherwell Service Management platforms. Project tasks may include building dashboards, customized workflows for processes and procedures, customizing user interfaces, and interfacing with existing customer data sources and tools.

Essential Duties and Responsibilities:

• Apply consistency and best practices through project initiation, planning, execution and closing phases, promoting outcomes and benefit tracking
• Develop detailed program/project execution plan, and manage all implementation processes including project financials, progress tracking, metrics, monitoring change control process, testing, release to production and delivery within budget constraints
• Guide IT technical resources in the development of technical requirements and solutions
• Demonstrate strong decision making based on data and business benefit to help guide customers and project teams
• Act as the single point of contact between clients and Beyond20 throughout the duration of the project communicating with clients in a timely and professional manner
• Ensure the delivery of IT solutions and services that provide the highest value and quality
• Ability to manage multiple, large-scale, complex project work plans and workstreams, revising them as appropriate to meet changing needs and requirements
• Accountable for the scope of each engagement, using sound judgement to allow for slight deviations and following the change management process as needed with customer involvement
• Responsible for resource scheduling, project burndown and performance management of all resources assigned to the engagement
• Ensure that services and deliverables meet Beyond20 quality standards while adhering to financial and budget requirements of the client
• Ensure that financial and schedule commitments are documented and communicated to stakeholders and the project team
• Complete weekly status reports
• Facilitate regular project status meetings and key stakeholder reviews
• Handle issues and risks to minimize exposure and risk on project; escalate as needed
• Provide leadership to diagnose and overcome barriers to team/project progress
• Manage day-to-day operational aspects of the project and scope. Responsible for Scrum rituals: Planning, Standups, review, retrospective, etc.

Other duties may include:

• Taking on leadership responsibilities for the benefit of peers and management, such as program development, meeting coordination, training, and mentoring
• Assist with proposal writing, respond to RFPs and RFQs as needed
• Assist with operational / administrative activities as needed
• Ability to work independently and meet deadlines with minimum supervision

Required Qualifications:

• 11+ years' experience as an IT Program Manager and/or Engagement Manager
• ServiceNow Certified System Administrator
• PMP certification
• Excellent communication, presentation, and writing skills
• Excellent business acumen and the ability to communicate in a timely and professional manner with individuals at all levels of organizations
• Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars
• Thrives in ambiguity with proven track record of troubleshooting and problem solving skills. Demonstrated conflict/resolution management, active listening, and interpersonal skills required.
• Experience with hands-on IT project management. Experience guiding teams and overcoming project hurdles/obstacles.
• Leads from the front with a willingness to take on tasks that sometimes would fall outside of their scope in order to get the job done
• Demonstrated ability to make technical concepts understood by non-technical people
• Ability to multi-task and to establish and follow priorities

Preferred Qualifications:

• Experience as a Project Manager and/or Engagement Manager working in ServiceNow
• Knowledge of the ITIL Framework and Agile/Scrum methodology is a plus
• ITIL V3 Foundation or ITIL 4 certification a plus
• Four-year college degree