ServiceNow Manager

Umbrella Club; Sydney; On-site; AUD 120,000 - 170,000; Full time

Job summary

Umbrella Club is seeking a Senior ServiceNow Delivery Lead in Sydney to oversee staff augmentation engagements and ensure alignment with customer expectations and SOWs.

You will manage resource planning, scheduling, invoicing and delivery governance across active engagements, while acting as the main liaison for clients. Strong leadership and workshop facilitation are essential for driving scalable ServiceNow solutions.

Qualifications

• 8+ years of ServiceNow professional services or consulting experience.
• Strong customer-facing and stakeholder management skills.
• Experience with SOW management, resource planning and delivery governance.
• Ability to lead projects and delivery teams.
• Certifications in ServiceNow CSA/CAD/CIS or PMP/PRINCE2 are desirable.

Responsibilities

• Oversee a portfolio of ServiceNow staff augmentation engagements, ensuring delivery aligns with SOWs and customer expectations.
• Manage resource planning, booking and scheduling across active engagements.
• Act as the primary customer contact for resourcing, scheduling, invoicing and delivery-related matters.
• Track utilisation, financial burn, risks, actions and milestones, providing regular status reporting.
• Monitor consultant performance and engagement health, escalating risks where required.
• Manage onboarding and offboarding of consultants and coordinate customer introductions.
• Maintain RIDAC logs, track actions and identify scope creep or SOW deviations.
• Work closely with Finance and Commercial teams on actuals, contracted hours and revenue forecasting.
• Lead smaller projects and delivery teams while providing technical leadership and guidance to customers.
• Design scalable ServiceNow workflows and technical architectures aligned with customer objectives.
• Conduct customer workshops, assess current-state processes and define future-state solutions.
• Review and guide technical deliverables across configuration, integrations, testing and documentation.
• Coach and mentor ServiceNow consultants while driving solution quality and customer value.

Skills

ServiceNow

Project management

Stakeholder management

Delivery governance

Workshops

Leadership

Tools

ServiceNow Platform

Job description

What you’ll be doing:

• Oversee a portfolio of ServiceNow Staff Augmentation engagements, ensuring delivery aligns with SOWs and customer expectations.


• Manage resource planning, booking and scheduling across active engagements.


• Act as the primary customer contact for resourcing, scheduling, invoicing and delivery-related matters.


• Track utilisation, financial burn, risks, actions and milestones, providing regular status reporting.


• Monitor consultant performance and engagement health, escalating risks where required.


• Manage onboarding and offboarding of consultants and coordinate customer introductions.


• Maintain RIDAC logs, track actions and identify scope creep or SOW deviations.


• Work closely with Finance and Commercial teams on actuals, contracted hours and revenue forecasting.


• Lead smaller projects and delivery teams while providing technical leadership and guidance to customers.


• Design scalable ServiceNow workflows and technical architectures aligned with customer objectives.


• Conduct customer workshops, assess current-state processes and define future-state solutions.


• Review and guide technical deliverables across configuration, integrations, testing and documentation.


• Coach and mentor ServiceNow consultants while driving solution quality and customer value.

What we’re looking for:

• 8+ years of ServiceNow Professional Services / Consulting experience.


• Strong experience managing customer engagements, Staff Augmentation or professional services delivery.


• Experience with SOW management, resource planning, utilisation, financial tracking and delivery governance.


• Strong customer-facing and stakeholder management skills.


• Experience leading projects, delivery teams and technical consulting engagements.


• Strong understanding of ServiceNow workflows, integrations, configuration and technical architecture.


• Ability to conduct workshops and translate business requirements into scalable technical solutions.


• Strong communication, problem-solving and leadership skills.

Certifications:

• ServiceNow CSA / CAD / CIS certifications are highly desirable.


• PMP or PRINCE2 certification is desirable.

Location:

Sydney