Technical Engagement Manager – ServiceNow-Sydney

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

Job summary

The HR Ally seeks a Senior Engagement Manager – ServiceNow to oversee a portfolio of Staff Augmentation engagements, ensuring effective resource management, delivery excellence, customer satisfaction and commercial performance.

Ideal candidate combines ServiceNow consulting experience with engagement governance, stakeholder management, and financial oversight, providing technical leadership to delivery teams and ensuring high-quality ServiceNow outcomes aligned with customer objectives.

Qualifications

• 8+ years of ServiceNow professional services or consulting experience.
• Strong knowledge of ServiceNow platforms, workflows and architectures.
• Proven ability to govern engagements, manage scope and budgets.
• Excellent stakeholder management and customer-facing communication.
• Experience leading delivery teams and reviewing technical deliverables.
• Ability to coach consultants and mentor junior staff.

Responsibilities

• Own end-to-end delivery oversight across multiple engagements and ensure SOW alignment.
• Monitor health, utilisation, risks and delivery progress; escalate when needed.
• Lead delivery teams with technical guidance to ensure solution quality.
• Maintain RAID/RIDAC logs and manage changes, action items and dependencies.
• Coordinate resource bookings, onboarding/offboarding and customer communications.
• Prepare portfolio status reports and support revenue forecasting.
• Provide technical leadership for ServiceNow solutions and workshops.

Skills

ServiceNow

Engagement governance

Resource planning

Stakeholder mgmt

Technical leadership

Delivery management

Scheduling

Job description

Location: Sydney, Australia
Experience: 8+ Years
Role Type: Engagement Management | ServiceNow Consulting | Professional Services

Role Overview

We are seeking an experienced Senior Engagement Manager – ServiceNow to oversee a portfolio of Staff Augmentation engagements, ensuring effective resource management, delivery excellence, customer satisfaction and commercial performance.

The ideal candidate will combine strong ServiceNow consulting experience with engagement governance, stakeholder management, resource scheduling and financial oversight. The role also involves providing technical leadership, guiding delivery teams and ensuring high-quality ServiceNow solutions aligned with customer objectives.

Key Responsibilities

Engagement & Delivery Management

• Own end-to-end delivery oversight across multiple Staff Augmentation engagements, ensuring compliance with Statements of Work (SOWs), agreed deliverables and customer expectations.
• Monitor engagement health, consultant performance, utilisation, risks and delivery progress, escalating issues to Delivery Managers and Practice Leaders as required.
• Lead smaller projects and delivery teams, providing technical guidance and ensuring solution quality.
• Maintain RAID/RIDAC logs, track action items and proactively manage delivery risks and dependencies.
• Identify scope creep, SOW deviations and resource misalignments, supporting change request and Change Order processes.

Resource & Customer Management

• Manage resource bookings, scheduling and allocation in collaboration with Resource Management and Practice Leads.
• Act as the primary customer-facing contact for resourcing requests, schedule changes, invoicing queries and delivery-related concerns.
• Coordinate consultant onboarding and offboarding, including access provisioning, SOW familiarisation and customer introductions.
• Build strong customer relationships and maintain effective communication across stakeholders.

Reporting & Commercial Governance

• Prepare and distribute weekly or fortnightly portfolio status reports covering utilisation, risks, actions, delivery progress and financial burn.
• Maintain accurate consultant timesheets, booking confirmations and SOW milestone records to support timely and accurate invoicing.
• Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support revenue forecasting.
• Ensure engagement documentation, governance processes and commercial records remain accurate and up to date.

ServiceNow Technical Leadership

• Design scalable ServiceNow workflows and technical architectures aligned with customer requirements and long-term business objectives.
• Conduct customer workshops, assess current-state processes and define future-state technical solutions.
• Review and validate technical deliverables, including configurations, integrations, testing outcomes and technical documentation.
• Provide technical leadership and guidance to customers and delivery teams, ensuring adherence to best practices and quality standards.
• Coach and mentor Technical Consultants and Associate Technical Consultants, promoting continuous improvement, innovation and customer value realisation.

Required Skills & Experience

• 8+ years of experience in ServiceNow Professional Services, consulting or implementation environments.
• Strong understanding of ServiceNow solutions, platform capabilities, workflows, integrations and technical architecture.
• Proven experience managing multiple customer engagements, Staff Augmentation resources or consulting delivery portfolios.
• Strong skills in resource planning, scheduling, utilisation management and engagement governance.
• Experience managing SOW obligations, scope changes, risks, financial burn, timesheets and invoicing processes.
• Excellent customer-facing communication, stakeholder management and issue-resolution skills.
• Experience preparing portfolio reports, maintaining RAID/RIDAC logs and supporting financial forecasting.
• Demonstrated ability to lead delivery teams, review technical deliverables and mentor consultants.
• Strong organisational, analytical and problem-solving skills with the ability to manage competing priorities.

Preferred Certifications

• ServiceNow certifications such as CSA (Certified System Administrator), CAD (Certified Application Developer) or CIS (Certified Implementation Specialist).
• Project management certifications such as PMP or PRINCE2.

Ideal Candidate Profile

A customer-focused ServiceNow professional who combines engagement and commercial management expertise with technical leadership, strong consulting capabilities and a proven ability to drive delivery excellence across multiple customer engagements.