Senior ServiceNow Engagement Leader

The HR Ally; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

The HR Ally is seeking a Senior Engagement Manager – ServiceNow in Sydney to oversee a portfolio of Staff Augmentation engagements, ensuring effective resource management and delivery excellence.

The role combines strong ServiceNow consulting experience with engagement governance, stakeholder management, and financial oversight to deliver high-quality solutions aligned with customer objectives.

Qualifications

• 8+ years in ServiceNow Professional Services or consulting environments.
• Strong understanding of ServiceNow workflows, integrations and architecture.
• Experience managing multiple customer engagements and staff augmentation resources.
• Resource planning, scheduling, utilisation management and engagement governance.
• Experience managing SOW obligations, scope changes, risks, and invoicing processes.
• Excellent customer-facing communication and stakeholder management.
• Experience producing portfolio reports and maintaining RAID/RIDAC logs.
• Ability to lead delivery teams and mentor consultants.
• Strong organizational, analytical and problem-solving skills.

Responsibilities

• Own end-to-end delivery oversight across multiple Staff Augmentation engagements with SOWs and customer expectations.
• 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 and track actions, managing risks and dependencies.
• Identify scope creep and SOW deviations, support change requests and Change Orders.
• Coordinate resource bookings, scheduling and allocation with Resource Management.
• Serve as primary customer-facing contact for resourcing requests and invoicing queries.
• Oversee onboarding/offboarding of consultants, including access provisioning and SOW familiarisation.
• Build strong customer relationships and maintain effective stakeholder communication.
• Prepare weekly/fortnightly portfolio status reports covering utilisation, risks and progress.
• Ensure accurate timesheets, booking confirmations and SOW milestone records for invoicing.
• Collaborate with Finance to reconcile actuals against contracted hours and forecast revenue.
• Maintain engagement documentation and governance to ensure accuracy.
• Provide technical leadership for ServiceNow solutions and architecture.
• Coach and mentor Technical Consultants to drive value realization.

Skills

ServiceNow expertise

Stakeholder management

Resource planning

Engagement governance

SOW management

Invoicing processes

Portfolio reporting

Mentoring teams

Analytical skills

Tools

ServiceNow

Job description

The HR Ally is seeking a Senior Engagement Manager – ServiceNow in Sydney to oversee a portfolio of Staff Augmentation engagements, ensuring effective resource management and delivery excellence.

The role combines strong ServiceNow consulting experience with engagement governance, stakeholder management, and financial oversight to deliver high-quality solutions aligned with customer objectives.