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ServiceNow Engagment Manager
Ref No.: 18-01228
Location: Santa Clara, California
Position Type:Direct Placement
Experience Level: 5 Years
Start Date: 08/10/2018

Responsible for leading the successful delivery of ServiceNow solutions and services, in a client consulting environment.
The ideal candidate is a program/project manager who has a proven track record of leading successful deployments of Enterprise Software Solutions in a client environment, with a passion for delivering real business value to customers.
You are responsible for managing the full systems development lifecycle from requirements gathering through coding, testing and implementation.
You will work closely with clients and must demonstrate individual, functional and professional knowledge to ensure work products and deliverables are of the highest caliber.
You are accountable for building and maintaining excellent customer relationships, setting and managing customer expectations, and ensuring a high customer satisfaction level while keeping an eye on opportunities in the same firm.


5+ years of experience leading the deployment of Enterprise Software (ideally ITIL related) solutions in client environments
5+ years of experience working with Enterprise Software companies and/or Consulting companies
Experience with one or more of the following platforms is essential: Client Service Manager, Remedy ITSM v7.6, ServiceNow, CA Service Desk Manager
Excellent communication skills
Attention to detail
Team player, who is flexible and responsive to emerging client needs.
Project Management Professional (PMP) certification a plus
Scrum Master Certification a plus.
In-depth Excel knowledge and experience with data analytics
Experience in Service Architect / Service Strategist disciplines.
Senior level and mature understanding years of IT Service portfolio, Service Delivery Management principles with a proven track record of defining services, defining service level targets and defining Service Delivery/Governance Structure
10+ years of IT / business experience
5+ years of management experience
5+ years of leadership responsibility in managing multiple, large, cross-functional teams or projects and influencing senior-level management and key stakeholders
5+ years writing, editing and delivering strategic communications
3+ years experience leading organizational change management projects


Bachelor's Degree, preferably in Information Technology, and at least 5 years of experience in consulting and project management
PMP Certification (preferred)
ITIL V2 or V3 Foundations Certification (preferred)
ITIL v3 certification (highly desired)
ServiceNow System Administrator (highly desired)
ServiceNow Certified Implementation Specialist (preferred)


Engagement manager responsibilities include, but are not limited to, the following :

Pre-Engagement (Kickoff, Review, deliverables/milestones, Activities)
Engagement Execution (Project plan, Resources, Monitoring, Scrum, Status Reports)
Engagement Closure (Customer Feedback, Go-live)