Senior Engagement Manager

Rezolve Ai; Lazio; In loco; EUR 80.000 - 110.000; Tempo pieno

Descrizione del lavoro

Rezolve Ai is seeking a ServiceNow Delivery Lead to own end-to-end delivery for a portfolio of client engagements. Travel is required as part of the role.

You will coordinate resource scheduling, manage SOW obligations, and produce status reports, ensuring on-time, on-budget delivery with strong client-facing leadership and technical guidance.

Competenze

• Extensive ServiceNow professional services experience.
• Ability to travel as required.
• Proven track record delivering end-to-end client engagements.
• Strong stakeholder management and client communication skills.

Mansioni

• Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against SOW obligations and customer expectations.
• Manage resource booking and scheduling across active engagements with resource management and practice leads to maintain coverage.
• Serve as the primary customer-facing contact handling resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism.
• Produce and distribute weekly/bi-weekly status reports across the portfolio showing utilisation, risks, actions, and financial burn to customers and leadership.
• Maintain accurate records of consultant time, scheduling confirmations, and SOW milestone tracking to support invoicing.
• Monitor consultant performance and engagement health, escalating risks to Delivery Managers and Practice leadership.
• Support onboarding and offboarding of resources including access provisioning and SOW familiarisation.
• 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.

Conoscenze

ServiceNow

Delivery management

Client communication

Resource scheduling

Change management

Strumenti

ServiceNow platform

Descrizione del lavoro

Responsibilities

• ServiceNow Professional Services / Consulting experience; Ability to travel.
• 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, scheduling 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.

Leadership & Technical Tasks

• Leads large and complex engagements ensuring on-time, on-budget delivery and managing 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.
• Key point of communication and coordination for the delivery team, working with the Sales Account Team, partner and customer to understand the customer and the engagement.
• Coach and mentor service partners, Engagement Managers and Associate Engagement to achieve project deliverables while driving solution quality, innovation and customer value realization.