Snr Engagement Manager

IntelStack; Leinster; Hybrid; EUR 110,000 - 165,000; Full time

Job summary

IntelStack is seeking a Senior Engagement Manager to lead large, complex Expert Service engagements in the ServiceNow portfolio. You will drive on-time, on-budget delivery and serve as the primary customer-facing contact, guiding cross-geo delivery teams and establishing governance.

You will own end-to-end delivery, manage resources and schedules, produce weekly status updates, and coordinate with Finance on actuals and forecasts.

Qualifications

• 8+ years in Professional Services / ServiceNow projects management.
• Experience with ITSM/ITOM/ITAM and platform workflows.
• ServiceNow certifications CSA/CAD/CIS desirable.
• PMP or Prince II certification.
• Leads large engagements and provides technical leadership to customers.
• Design scalable ServiceNow workflows aligned to customer objectives.

Responsibilities

• Own end-to-end delivery oversight of a portfolio of client engagements ensuring on-time/on-budget delivery.
• Manage resource booking and scheduling across active engagements.
• Serve as the primary customer-facing contact for resourcing, scheduling, invoicing & delivery concerns.
• Produce and distribute weekly/bi-weekly status reports across the portfolio.
• Maintain records of consultant time, bookings and SOW milestone tracking.
• Monitor consultant performance and escalate risks to leadership.
• Support onboarding/offboarding of resources including access provisioning.
• Identify scope creep or SOW deviations early and support Change Order processes.
• Collaborate with Finance to reconcile actuals against contracted hours.

Skills

Project Management

ServiceNow Platform

Solution Design

ServiceNow Integrations

AI in Workflows

Stakeholder Management

Tools

ServiceNow PPM/SPM

Job description

Location: Ireland — Hybrid / Onsite (with clients as needed) Any TCS office/remote/client site as needed

Duration: 1 year

The Role

The role is for a Snr 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 utilization, 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 familiarization, 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.

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