Senior Engagement Manager

Overview

In this role you will lead large, complex ServiceNow engagements for enterprise clients, shaping transformation through delivery governance and stakeholder collaboration. You will oversee end-to-end delivery across cross-functional teams and partners, ensuring outcomes are achieved on time and within budget. You will build trusted client relationships and drive governance, risk, and commercial processes to support scalable solutions. This is a senior, impact-driven role that combines technology leadership with strategic account management. You will work to deliver measurable customer outcomes and influence delivery strategy at a senior level.

Responsibilities

• Lead large and complex ServiceNow engagements across the delivery lifecycle
• Provide direction to cross-functional and geographically distributed delivery teams
• Act as a primary customer-facing contact and build trusted relationships
• Establish governance structures and drive decision-making
• Manage risks, issues, dependencies, and actions across engagement portfolio
• Coordinate resource booking, scheduling and capacity across engagements
• Monitor utilisation, financial burn, SOW performance and engagement health
• Produce weekly/bi-weekly reporting for customers and leadership
• Identify scope creep, SOW deviations and resourcing risks early
• Support Change Orders and commercial processes as needed
• Collaborate with Finance and Commercial teams on forecasting and revenue reconciliation
• Coordinate consultant onboarding and offboarding
• Maintain accurate SOW, milestone, timesheet and invoicing information
• Review and challenge technical deliverables to ensure alignment with objectives

Key requirements

• Proven experience leading large and complex ServiceNow engagements
• Strong ServiceNow project management experience
• Knowledge of ITSM, ITOM, ITAM, Platform Workflows and integrations
• Experience with solution design and technical architecture
• Experience leading delivery teams and working with services partners
• Strong stakeholder and customer management skills
• Experience conducting workshops and defining current- and future-state solutions
• Ability to design scalable ServiceNow solutions aligned with long-term objectives
• Experience applying AI to workflows and strategic initiatives
• Strong commercial awareness including SOW, utilisation, and revenue forecasting

• Stakeholder management
• Cross-functional collaboration
• Effective communication
• ServiceNow
• ITSM
• ITOM

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