ServiceNow Engagement Manager
Integrated Solutions Management
10 reviews
-
Tampa, FL 33626
Integrated Solutions Management
10 reviews
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ISM is looking for a proven Engagement Manager / Project Manager with ServiceNow implementation experience. The ServiceNow Engagement Manager is responsible for managing the successful deployment of the ServiceNow platform, 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.
The core values that ISM looks for in an engagement manager include: Teamwork, Respect, Accountability, Integrity, and Leadership.
Responsibilities and Duties
• Own the full life cycle of the ServiceNow platform implementation process, from strategy and design to training and delivery
• Collaborate with Sales to create the Statements of Work (SOWs)
• Lead a group of forward-thinking visionaries to ensure successful delivery of the project, proactively identifying and implementing necessary changes to the scope of the project as needed
• Establish strong rapport with clients, keeping both internal and external stakeholders informed of progress on a consistent basis
• Continuously improve the customer experience by connecting the value and benefit of the ServiceNow platform to client needs and objectives
Required Skills
• B.S. degree in Computer Science, Software Engineering, MIS or equivalent; M.S.
• 5+ years of relevant Engagement Management experience in a consulting environment
• Proven track record of success in deploying SaaS-based or ITIL®-related solutions in a client environment
• ServiceNow Administrator Certification desired
• ServiceNow Implementation Specialist Certification desired
• ITIL® v3 required
• PMP certification desired
• Possess a thorough understanding and working knowledge of the ServiceNow platform and project management methodologies.
• Experience with both MSP and Domain Separation
• Strong oral and written communication skills, with the ability to confidently present ideas and processes to stakeholders with varying levels of technological experience
• Experience managing technical teams in complex, dynamic environments; collaborating with and managing teams in multiple countries a plus
• Performance-driven with strong analytical and organizational skills
• Leading and facilitating meetings
• Running workshops and giving presentations
• Verbal and written communication skills
• Problem-solving and conflict resolution
Security Clearance
• N/A - Clearance is plus but not required
Location(s)
• US-based; Remote with up to 25-30% travel