Senior Engagement Manager - Hm963

Volteo Digital - ServiceNow Elite Partner; Madrid; Presencial; EUR 60.000 - 100.000; Jornada completa

Descripción de la vacante

Una firma de consultoría global busca un Gerente de Compromiso Senior para liderar la implementación y gestión de proyectos de ServiceNow. En este papel, serás responsable de garantizar que los resultados del proyecto se alineen con las expectativas del cliente, gestionando la comunicación y la colaboración entre equipos internos y externos. Con un enfoque en la gestión de programas rigurosa y la calidad, tendrás la oportunidad de trabajar con clientes de Fortune 100, liderando talleres y asegurando la satisfacción del cliente. Si tienes experiencia en gestión de proyectos y un enfoque centrado en el cliente, esta es una oportunidad emocionante para hacer una diferencia significativa.

Formación

• Más de 5 años de experiencia en consultoría de Gestión de Servicios de TI.
• Experiencia en implementación de SaaS y PaaS.
• Certificaciones ITIL v3 o v4, ScrumMaster, PMP.

Responsabilidades

• Gestionar la implementación exitosa de soluciones en el cliente.
• Actuar como contacto principal para la gestión del programa del cliente.
• Preparar y compartir informes de estado del proyecto para las partes interesadas.

Conocimientos

Gestión de Proyectos

Comunicación Efectiva

Liderazgo de Talleres

Escucha Activa

Análisis de Datos

Interacción con Clientes

Gestión de Riesgos

Negociación

Multilingüe (Español e Inglés)

Educación

Licenciatura o experiencia laboral equivalente

Herramientas

Herramientas de Servicios Profesionales

Metodologías ITIL

Metodologías Ágiles

Descripción del empleo

Volteo Digital - ServiceNow Elite Partner

Location : Madrid, Spain

Work Type : Hybrid

Position : Senior Engagement Manager

The Sr. Engagement Manager provides a rapid path to success and ongoing value for customers. The Senior Engagement Manager establishes, maintains, and delivers on-site and remote management of a customer’s implementation from Pre-Sales to customer handover and acceptance while using ServiceNow Implementation Methodology.

Sr. Engagement Managers are primarily responsible for managing the successful deployment of a scoped solution, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders, and maintaining top-level customer satisfaction.

They are accountable for the entire project scope, project team, resources, and the success or failure of the project. They collaborate with all involved personnel, most importantly the Stakeholders and Project Team Members.

What you get to do in this role :

1. Understand the outcomes that our customer wants to achieve with the project and ensure the project deliverables impact these outcomes in a tangible and positive way.
2. Manage customer expectations on project outcomes, progress, and scope (changes).
3. Provide a single point of contact for the internal organization and customer program management counterparts to help lead and drive collaboration and efficient decision-making.
4. Accelerate time to value through rigorous program management and quality assurance.
5. Deliver program management expertise based on experience, continuous learning, and in-depth knowledge of ServiceNow methodologies.
6. Manage the schedule with a sound governance model.
7. Proactively manage scope while balancing business value and technology.
8. Manage costs through effective program governance.
9. Deal with risk by developing and executing risk assessment, prevention, and mitigation plans.
10. Close the project ensuring a smooth transition back to the customers, including complete knowledge transfer.
11. Work with Sales to produce Statements of Work (SOWs) based on customer requirements.
12. Plan and deliver project kick-off meetings, conduct daily stand-up scrum calls, and hold regular project review calls.
13. Prepare and share project status reporting for stakeholders.
14. Deliver ITIL-based Gap Analysis workshops to assist customers in deriving product requirements.
15. Collaborate with internal stakeholders like Resource Management, Finance, and Sales to ensure smooth execution of internal processes.
16. Maintain project status on Professional Services tools regularly.
17. Identify up-sell opportunities and provide details to Sales.

Required experience and qualifications :

1. Bachelor's degree or equivalent job experience.
2. At least 5+ years in IT Service Management consulting experience.
3. Experience in SaaS and PaaS implementation.
4. Experience with implementing or supporting ServiceNow products in an Enterprise is a plus.
5. Knowledge of Project Management (Agile) methodologies and best practices.
6. Comfortable leading workshops with Fortune 100 companies.
7. ITSM and IT Infrastructure Library (ITIL) business processes.
8. Proven implementation leadership experience with ITSM solutions.
9. Experience in preparing business documentation, e.g., statements of Work.
10. Excellent written, verbal, presentation, and negotiation skills.
11. Active listening skills to ensure feedback drives new initiatives.
12. Strong interpersonal skills, client-centric attitude, and ability to deal with cultural diversity.
13. Ability to gather and analyze data to understand different decisions and options.
14. Experience managing multiple projects in various countries.
15. Fluent in both Spanish and English (spoken and written).

Required certifications :

1. ITIL v3 or v4 certified.
2. ScrumMaster certified.
3. PMP certified.

About Volteo Digital

Volteo Digital is a global consulting firm that provides expert-led, end-to-end implementation and consulting services, nearshore managed services, training programs, and ServiceNow-authorized talent placement to help clients maximize their investment in the ServiceNow Platform.

Mission : To enable our customer’s success through the business transformation of their work, one workflow at a time.

Vision : To be recognized as the ServiceNow Telcom and Finance partner of choice and a leader in every region we operate.