About the job
Key Responsibilities:
The Senior Engagement Manager is responsible for ensuring the timely and budget-conscious delivery of the defined solution scope to achieve the customer's objectives. This role necessitates adherence to ServiceNow's industry-leading methodology, NowCreate, while collaborating with the customer's project team and any relevant partners. The EM will ensure governance is maintained to secure team member support for the project, which includes the identification and mitigation of risks and issues. Additionally, the EM will assemble and lead the ServiceNow resources on the project, ensuring clarity around planned tasks, monitoring actual progress, and managing any deviations through appropriate actions.
- Lead the delivery team throughout the engagement, frequently in partnership with a service provider.
- Oversee governance, timelines, project scope, risk management, change management, resource allocation, reporting, and financial oversight.
- Work closely with the Sales Account Team, partners, and customers to thoroughly understand the engagement, including challenges, partner dynamics, issues, and value delivery.
- Align deliverables with customer goals.
- Leverage expertise from the Now Create methodology to facilitate engagement delivery and promote long-term customer success.
- Act as the primary contact to foster collaboration and customer consensus on proposed solutions.
- Mentor Customer Outcomes or Partner team members to ensure the achievement of project deliverables and customer satisfaction.
- Lead through complex engagements, often in collaboration with a service partner.
- Identify discrepancies between actual outcomes and the plan, proposing solutions and driving resolutions.

