Snr ServiceNow Engagement Manager

eir business talent; Dublin; Hybrid; EUR 120,000 - 150,000; Full time

Job summary

eir business talent is seeking a Senior ServiceNow Engagement Manager for a Dublin-based role with hybrid work and open to remote arrangements. The role drives large, complex Expert Service engagements, ensuring on-time, on-budget delivery and customer value throughout the lifecycle.

You will lead delivery teams, coordinate with partners, establish governance, and apply advanced project implementation techniques. Strong ServiceNow expertise and PM certifications are essential.

Qualifications

• 8+ years of Professional Services / ServiceNow project management experience.
• ServiceNow platform knowledge including ITSM/ITOM/ITAM and workflow design.
• Experience leading large, cross-geo engagements with delivery teams.
• ServiceNow certifications CSA/CAD/CIS desirable; PMP/Prince II beneficial.
• Ability to design scalable ServiceNow solutions and integrate AI into processes.

Responsibilities

• Own end-to-end delivery oversight for a portfolio of client engagements.
• Manage resource scheduling and coordination across engagements to ensure coverage.
• Serve as primary customer-facing contact for resourcing, scheduling, invoicing, and delivery concerns.
• Produce weekly/bi-weekly status reports with utilization, risks, actions, and financial burn.
• Maintain records of consultant time, bookings, and SOW milestones for invoicing.
• Monitor engagement health and escalate risks to Delivery Managers as needed.
• Support onboarding/offboarding of resources, including access provisioning and SOW familiarisation.
• Maintain logs and ensure actions are followed up across the portfolio.
• Flag scope creep and SOW deviations; support Change Order processes as required.
• Collaborate with Finance to reconcile actuals against contracted hours and forecast revenue.

Skills

Senior Engagement Management

ServiceNow

ITSM/ITOM/ITAM

Project Leadership

PM Certifications

AI in workflows

Cross-functional leadership

Tools

ServiceNow PPM/SPM

Job description

eir business talentis currently seeking applicants for Snr ServiceNow Engagement Manager role for our client based in Dublin

Snr ServiceNow Engagement Manager

Location – Dublin – Hybrid / Open to Remote

Type – 12+ months Contract – highly extendable

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 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.

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

Candidates should hold appropriate RTWs for Ireland i.e. Stamp1G Dependant, Stamp 4, Irish/British/EU passport.

Ref: EET8349

Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.

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