Project Manager

Coyle Consulting; Letterkenny; On-site; EUR 120,000 - 150,000; Full time

Job summary

Coyle Consulting in Ireland seeks a Senior ServiceNow Project/Engagement Manager to lead large, complex Expert Service engagements, delivering on-time, on-budget outcomes and guiding cross-functional delivery teams.

You will coordinate with partners, manage governance, mitigate risks, and align technical solutions with business goals while mentoring Engagement Managers and ensuring service excellence.

Qualifications

• 8+ years in Professional Services / ServiceNow Projects management.
• Experience leading large and complex ServiceNow engagements with cross-functional teams.
• Proven ability to manage governance, risks, and client communications.

Responsibilities

• Own end-to-end delivery oversight of a portfolio of client engagements.
• Manage resource booking and scheduling across active engagements.
• Serve as primary customer-facing contact for resourcing, invoicing queries and delivery concerns.
• Produce weekly/bi-weekly status reports on utilisation, risks and financial burn.
• Monitor consultant performance and drive quality and delivery improvements.
• Support onboarding/offboarding and SOW familiarity for resources.

Skills

ServiceNow project management

Project management

ITSM ITOM ITAM

Solution design

ServiceNow integrations

Leadership of delivery teams

AI-enabled process design

Stakeholder management

Change control / governance

Tools

ServiceNow PPM/SPM

Job description

The role is for a Senior Service Now Project / Engagement Manager who will have the following mandate:

• Lead and drive large and complex Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes throughout the delivery lifecycle.
• Guide the delivery team in large and complex engagements, frequently collaborating with a services partner and point of communication and coordination for the delivery team.
• Keep the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required.
• Apply advanced expertise in project implementation, scheduling and monitoring techniques.
• Build cross-geo, cross-functional and partner relationships to enhance the ES brand internally and externally.

Your responsibilities:

• Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) and customer expectations.
• Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps.
• Serve as the primary customer-facing contact — handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace.
• Produce and distribute weekly/bi-weekly status reports across the portfolio, providing clear visibility of utilisation, risks, actions, and financial burn to both customers and internal leadership.
• Maintain accurate records of consultant time, booking confirmations, and SOW milestone tracking to support accurate and timely invoice processing.
• Monitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner.
• Support the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarisation, and customer introductions.
• Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio.
• Identify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required.
• Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting.

Your Profile:

Essential skills/knowledge/experience:

• 8+ years of Professional Services / ServiceNow Projects management experience.
• Project Management, ServiceNow Platform, ITSM / ITOM / ITAM / Platform workflows, Solution Design, ServiceNow integrations.
• ServiceNow Certifications (CSA/CAD/CIS).
• PMP/Prince II certifications.
• Leads large and complex engagements and delivery teams while providing technical leadership and guidance to customers.
• Design scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives and integrating AI into work processes, decision-making and problem-solving.
• Conduct workshops, assess current-state processes, and define future-state technical solutions applying.
• AI tools to streamline workflows, generate insights and support strategic initiatives under guidance.
• Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.
• Coach and mentor Engagement Managers and Associate Engagement while driving solution quality, innovation and customer value realization.
• Industry domain expertise
• Additional ServiceNow certifications
• Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes
• Confident communicator who is comfortable owning customer relationships at an operational level — able to manage expectations, handle difficult conversations, and build trust over time
• Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus