Senior Engagement Manager - Service Now - Standort: bundesweit

Über uns

Our client is one of the leading international IT providers with over 500,000 employees worldwide. The company has a strong and intensively growing presence in Germany and is one of the TOP 10 employers. It offers its customers a complete portfolio of services for digital transformation. Aufgaben Lead and drive large and complex Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes throughout the delivery lifecycle. Guide the delivery team in large and complex engagements, frequently collaborating with a services partner and point of communication and coordination for the delivery team. Keep the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required.

Apply advanced expertise in project implementation, scheduling and monitoring techniques. Build cross-geo, cross-functional and partner relationships to enhance the ES brand internally and externally. Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) and customer expectations. Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps. Serve as the primary customer-facing contact - handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace.

Produce and distribute weekly/bi-weekly status reports across the portfolio, providing clear visibility of utilization, risks, actions, and financial burn to both customers and internal leadership. Maintain accurate records of consultant time, booking confirmations, and SOW milestone tracking to support accurate and timely invoice processing. Monitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner. Support the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarization, and customer introductions. Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio. Identify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required.

Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting. *, * Leads large and complex engagements and delivery teams while providing technical leadership and guidance to customers. Profil University degree or equivalent qualification. Minimum of 15+ years of experience in enterprise technology services, cloud sales, consulting, solutioning, or transformation leadership. Fluent German and English language skills, both written and spoken. Willingness to travel. Essential skills/knowledge/experience: 8+ years of Professional Services / ServiceNow Projects management experience. Project Management, ServiceNow Platform, ITSM / ITOM / ITAM / Platform workflows, Solution Design, ServiceNow integrations. ServiceNow Certifications (CSA/CAD/CIS). PMP/Prince II certifications., * Industry domain expertise.

Additional ServiceNow certifications. Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes. Confident communicator who is comfortable owning customer relationships at an operational level - able to manage expectations, handle difficult conversations, and build trust over time. Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus.

Wir bieten

• Attractive career prospects in a successful growing company with challenging projects international environment flexible working hours, company pension scheme employee discounts, company cell phone, good transport connection Accessibility Kontakt JRWG CoachConsult GmbH Mobil: +49 (0) 172 8916880 career@jrwg-coachconsult.de F01-J256 www.jrwg-coachconsult.de