Senior Engagement Manager (ServiceNow)

Candidate Manager LTD; Letterkenny; Hybrid; EUR 100,000 - 130,000; Full time

Benefits offered by this job

Pension

Health care

Life Assurance

Laptop

Training resources and discounts

Job summary

Tata Consultancy Services UK&I in Letterkenny, Ireland, seeks a Senior Engagement Manager to lead large ServiceNow engagements and drive on‑time, on‑budget delivery. You will coordinate cross‑geo teams, manage governance, and ensure customer outcomes across complex portfolios.

You will guide delivery teams, apply advanced project practices, and foster strong partner relationships while mentoring junior managers to raise solution quality and business value.

Qualifications

• 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.

Responsibilities

• Own end‑to‑end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations and customer expectations.
• Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage.
• 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 visibility of utilisation, risks, actions and financial burn.
• Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio.
• Identify 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 revenue forecasting.

Skills

Professional Services management

ServiceNow Platform

ITSM/ITOM/ITAM

Solution Design

ServiceNow integrations

PMP/Prince II

AI in workflows

Workshops & process assessment

Education

PM Certification (PMP/Prince II)

ServiceNow Certifications (CSA/CAD/CIS)

Tools

ServiceNow PPM/SPM

Job description

Location: Letterkenny GDC, Co.Donegal

Working Type: Permanent

Working Model: Hybrid (minimum 2 days onsite per month)

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world‑class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

Careers at TCS: It means more

TCS is a purpose‑led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Collaborate with leading lights of industry
• Gain access to endless learning opportunities
• Shape the future of TCS

The Role

The role is for a Senior 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

• 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.

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.

Desirable skills/knowledge/experience

• 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

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long‑term conditions who meet the minimum criteria for the role. Please email us at [e-mail] if you would like to opt in.