Senior ServiceNow Engagement Lead

The HR Ally; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

The HR Ally in Sydney, Australia seeks an experienced Senior Engagement Manager for ServiceNow-focused professional services. You will oversee a portfolio of Staff Augmentation engagements, ensuring delivery excellence, governance, and strong customer satisfaction while managing resources and financials.

You will provide technical leadership, guide delivery teams, and mentor consultants to deliver high-quality ServiceNow solutions aligned with customer objectives.

Qualifications

• 8+ years of experience in ServiceNow Professional Services or similar.
• Strong understanding of ServiceNow platform, workflows and integrations.
• Proven experience managing multiple customer engagements and delivery portfolios.
• Strong skills in resource planning, scheduling, utilisation management and governance.
• Experience managing SOW obligations, scope changes, risks and invoicing processes.
• Excellent customer-facing communication and stakeholder management.
• Experience preparing portfolio reports and financial forecasting.
• Demonstrated ability to lead delivery teams and mentor consultants.
• Strong organisational, analytical and problem-solving skills.

Responsibilities

• Own end-to-end delivery oversight across multiple Staff Augmentation engagements while ensuring SOW compliance and customer satisfaction.
• Monitor engagement health, consultant performance, utilisation, risks and delivery progress; escalate as needed.
• Lead smaller projects and delivery teams with technical guidance and quality assurance.
• Maintain RAID/RIDAC logs, track actions and manage delivery risks and dependencies.
• Identify scope creep and SOW deviations; support change requests and change orders.
• Manage resource bookings, scheduling and allocation with Resource Management and Practice Leads.
• Serve as primary customer-facing contact for resourcing requests, schedule changes, and invoicing queries.
• Coordinate consultant onboarding/offboarding, including access provisioning and SOW familiarisation.
• Build strong customer relationships and maintain effective stakeholder communications.
• Prepare weekly/fortnightly portfolio status reports covering utilisation, risks and financial burn.
• Ensure timesheets, booking confirmations and SOW milestones are accurate for invoicing.
• Collaborate with Finance and Commercial teams for revenue forecasting.
• Review technical deliverables and ensure adherence to best practices and quality standards.

Skills

Stakeholder management

Resource planning

Engagement governance

Financial forecasting

ServiceNow knowledge

Technical leadership

Client-facing communication

Mentoring

Delivery leadership

Problem solving

Tools

ServiceNow

Job description

The HR Ally in Sydney, Australia seeks an experienced Senior Engagement Manager for ServiceNow-focused professional services. You will oversee a portfolio of Staff Augmentation engagements, ensuring delivery excellence, governance, and strong customer satisfaction while managing resources and financials.

You will provide technical leadership, guide delivery teams, and mentor consultants to deliver high-quality ServiceNow solutions aligned with customer objectives.