Engagement Manager - UK

Work with the best consultants and developers in the industry. As an Engagement Manager with GlideFast Consulting, you will be accountable for the management and delivery of ServiceNow implementation projects. You will provide oversight and management of resources, as well as scope, schedule, and cost related to projects. Utilizing best practices for effective project management, you will lead project management and operational support activities to define work schedules and assignments, review deliverables, manage discrepancies, and communicate effectively with the customer and team.

Responsibilities

• Develop and manage relations with key client stakeholders.
• Partner with clients to provide best practice solutions in order to meet their business objectives.
• Provide oversight and management of scope, time, and schedule on assigned projects.
• Manage projects using the GlideFast Engagement Methodology based on the ServiceNow Adaptive Implementation Methodology (SAIF).
• Develop Work Breakdown Structures and full project plans using MS Project or other project management tools.
• Ensure PPM is updated on a regular basis with project state, completeness, risks, and issues.
• Ensure weekly status updates are communicated to clients and management.
• Update resource plans on a regular basis as directed by management.
• Ensure project collateral is delivered to clients in a timely manner and centrally stored.
• Collaborate with solution consultants, business process consultants, and developers to deliver solutions to the client.
• Direct discovery workshops at client site and/or remotely to validate requirements for engagement.
• Deliver measurable results within the appropriate timeline resulting in positive customer feedback.
• Assist other project team members with project activities, cover additional projects for team PTO.
• Serve as a project escalation point as the primary liaison between clients and project teams.
• Participate in customer success reviews and be an advisor to strategic-level clients.
• Maintain consistent satisfactory CSAT scores.
• Contribute to team development and knowledge sharing through Share the Wealth, training, blogs, mentorship, and/or team support.
• Contribute to centers of excellence development.
• Keep up to date on all Delta releases.
• Work independently as well as part of a team using good communication and positive attitude, promoting our passionate and family-like culture.
• Continue learning service delivery solutions, technologies, and methodologies.
• Be a trusted advisor to the customer through understanding their existing and future needs to drive the ServiceNow solution.
• Complete client case studies, where applicable, and assist Marketing with customer content.
• Demonstrate ability to juggle multiple complex projects or initiatives at one time.

Qualifications

• 2+ years in a consulting position, managing professional service engagements.
• 2+ years working experience leading implementations of two or more ServiceNow Mainline Applications (ITSM, ITBM, CSM, HR, ITOM, or other additional products) required.
• Working experience with Agile required.
• Working proficiency of ITIL required.
• Experience with one or more project management software suites: MS Project, JIRA, ServiceNow PPM. Experience with ServiceNow PPM preferred.
• Experience as scrum master.
• Experience providing effective, regular client project status reports.
• Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks.
• Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving.
• High proficiency with English language: written, reporting, verbal/oral communication skills; must be an effective presenter.
• Proven troubleshooting skills.
• Continue learning service delivery solutions, technologies, and methodologies.
• Maintain professionalism and an uninterrupted work environment during all client meetings and interactions.
• Excellent communications skills required – verbally with all levels of customer IT and business management as well as written with technical assessments and project-related reports.
• Consultative skills for software service delivery to lead customers in improving their processes and organizational models.
• Leadership and teamwork skills, with a record of accomplishment in managing multiple complex tasks.
• Ability to document decisions, actions, and risks in detail and within a timely manner.

Certifications / Education

• ITIL V3 or V4 Foundations Certification preferred.
• ServiceNow Certified System Administrator preferred.
• SAFe Certification preferred.
• Degree in Information Technology or related field (or equivalent experience).
• PMP Certification preferred.
• Maintain an active government security clearance if applicable.