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Senior Engagement Manager

2 meses atrás

São Paulo, São Paulo, Brasil Servicenow Tempo inteiro

About the Role:

The Senior Engagement Manager will oversee the timely and budget-friendly delivery of the defined solution scope to meet the customer's desired results. This requires the EM to complete the project following ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain team member support for the project, including risk and issue mitigation.

Key Responsibilities:

  • Lead the delivery team throughout the engagement, often in collaboration with a services partner.
  • Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials.
  • Work with the Sales Account Team, partner, and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered.
  • Understand the goals and align the deliverables accordingly.
  • Be the single contact to encourage collaboration and customer agreement on proposed solutions.
  • Mentor Customer Outcomes or Partner team members to achieve the engagement's deliverables and promote the customer's desired results.
  • Lead the delivery team throughout large complex engagements, often in collaboration with a services partner.
  • Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

Requirements:

  • 8+ years progressive experience as part of a professional services organization; or equivalent education/experience.
  • Ability to travel up to 50%.
  • Industry domain expertise.
  • Creativity with comfort running projects independently.
  • Success driving complex issues through analysis and resolution.
  • Experience working collaboratively.
  • ServiceNow certifications in aligned workflow.