Engagement Manager

• As the single point of contact, lead and drive the engagement, maintain deadlines, mitigate risks, manage costs, and provide in-depth knowledge of ServiceNow Delivery Methodologies.
• Lead all aspects of the project life cycle, working with team members, project sponsor/key stakeholders, to oversee all phases of project completion
• Work with relevant resources to define project scope and deliverables and facilitate stakeholder acceptance of deliverables
• Lead consulting engagements from planning to successful delivery of the project by defining scope, deliverables, budget to ensure client satisfaction and achievement of required business outcomes
• Oversee all aspects of project delivery and solution delivery with a keen focus on achieving customer satisfaction while maintaining project expectations
• Lead and oversee the implementation project team by monitoring and managing project budget
• Prepare all client facing and internal project management/administration deliverables including project plan, issues/risk mitigation and weekly status report
• Maintain accountability for deliverable quality and completene
• Drive the continuous improvements of our implementation methodology and service offerings based on client experience
• Complete or update project documentation, and store appropriately
• Provide technical coordination and project leadership for Crossfuze consulting staff and ensure projects are securely delivered and fulfill client expectations
• Identify opportunities for enhancements to standards and processes
• Act as the primary point of contact for all customer project interaction
• Maintain professional, quality interactions with customers at all times
• Work as an effective team member with the Crossfuze team, partners and internal staff
• Provide accountability for end-to-end project financials, and partner with the Crossfuze Accounting team on project reporting
• Execute Change Orders to add, remove, or change requirements (and associated costs) for the Statement of Work

Requirements

• Minimum of 5 years of project management experience with at least 2 years of ServiceNow experience

• College diploma or university degree in the field of computer science, information sciences, or related field and/or 5+ years equivalent work experience
• Strong background in ITSM processes and solutions and possessing expertise across the range of the ServiceNow platform
• ServiceNow certifications preferred

• Experience in managing vendor relationships

• PMP certification optional
• Basic understanding of ITIL methodologies
• Detail and customer service orientation, required
• Possess a leadership mentality with value placed on integrity
• Ability to solve problems independently and proactively with minimum direct supervision
• Excellent written, verbal, and interpersonal communication skills
• Ability to prioritize tasks, anticipate situations, and take quick action
• Ability to manage multiple projects and recommend and/or implement effective solutions
• Highly motivated, ambitious, and has a strong drive for results

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Work From Home

Equal Employment Opportunity:

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.