As a member of our Delivery Services organization. The Senior Engagement Manager is primarily responsible for managing the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction and project profitability. The Senior Engagement Manager will often be placed on engagements of a more complex nature, requiring advanced skillsets in Project management and Communication skills.

　　Key Areas of Responsibility

　　* Own Professional Services delivery to a customer

　　* Understand the customer business including the business issues and problems being resolved by the

　　Professional Services engagement

　　* Single point of contact for a customer for ServiceNow engagement and provides a conduit to other

　　ServiceNow teams as required

　　* Drive and manage project risks, including identification, analysis and communication, monitoring and

　　control while increasing the probability of positive outcome

　　* Manage project team work-area/backlog

　　* Uses consultative skills and understanding of technology to explain how ServiceNow addresses

　　requirements and objectives

　　* Plan and deliver project kick-off meetings

　　* Facilitate Examine (requirements gathering) workshops to translate business requirements to tangible

　　configuration in ServiceNow (Stories)

　　* Scrum Master for Sprint cycle during deployment

　　* Hold regular project review calls / meetings with customers

　　* Project status reporting for stakeholders

　　* Forecast and plan for resourcing needs

　　* Identify up sell opportunities and engage Sales & Pre-Sales teams

　　* Validation and tracking of value delivered by ServiceNow solution

　　* Responsible for customer satisfaction throughout the engagement cycle

　　* Contribute to the continual improvement of Delivery Services processes as well as the maturing of the

　　different portfolios, capabilities, expertise, and best practices in consideration of customer needs and

　　requirements

　　* Provide mentorship and guidance to other members of the team

　　* Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities

　　* Other duties and responsibilities as assigned

　　Education and/or Experience Qualifications

　　Bachelors degree in a technical field or equivalent experience

　　8+ years of software project management experience with at least 3 years managing ServiceNow projects

　　At least three years of consulting experience

　　Required Qualifications

　　Excellent communication skills (both written and verbal) with strong presentation and facilitation skills

　　Ability to set appropriate expectations with the customer

　　Knowledge of ITIL, minimum Foundation level, ideally higher.

　　Power User comfort level with ServiceNow as a daily tool

　　Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving governance, program/project management, business process and/or technical problems

　　Program definition and management. Managing multiple projects and initiatives in large customer

　　accounts

　　Demonstrated interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

　　Proven team player and team builder

　　Active listening skills, respecting others' point of view and take ownership of contributing the required

　　input while demonstrating strong communication skills (written, interpersonal, and presentational)

　　Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and relay that in English and not just IT jargon

　　Strong ownership, accountability, and attention to detail in all work efforts

　　Superior maturity, professionalism, and judgment; ability to excel with minimum supervision

　　Commitment to customer satisfaction and supports our brand promise and guarantee to always "make it right"

　　Ability to travel 25% of the time

　　Preferred Qualifications

　　Degree or equivalent, preferably in Business Management or Information Technology, and proven

　　background in consulting and project management

　　ITIL Certified

　　* Certified Scrum Master or PMP Certification