Senior Engagement Manager - Service Now - Standort: bundesweit

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. *

• 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.

• 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

Our client is one of the leading international IT providers with over 500,000 employees worldwide. The company has, JRWG CoachConsult GmbH