Technical Manager – ServiceNow-Sydney

The HR Ally; Sydney; Sur place; AUD 180 000 - 240 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

ServiceNow expertise

Stakeholder management

Resource planning

Engagement governance

SOW management

Invoicing processes

Portfolio reporting

Mentoring teams

Analytical skills

Outils

ServiceNow

Description du poste

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.