Senior Engagement Manager

Rezolve Ai; Varese; In loco; EUR 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Rezolve AI is seeking a ServiceNow Delivery Lead in Lombardy to oversee end-to-end delivery for a portfolio of client engagements. You will coordinate with resource management to ensure coverage and act as the primary customer-facing contact for resourcing, invoicing, and delivery queries.

The role requires hands-on experience with ServiceNow projects, the ability to travel, and a track record of delivering on-time and on-budget while driving customer value.

Competenze

• Experience owning end-to-end delivery of complex client engagements.
• Ability to travel as required.
• Experience managing SOWs, invoicing and budget with customers.

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, coordinating with resource management and practice leads to maintain coverage.
• Serve as the primary customer-facing contact—handling resourcing, schedule changes, invoicing queries and delivery concerns.
• Produce weekly/bi-weekly status reports across the portfolio, providing visibility of utilisation, risks, actions and financial burn to customers and leadership.
• Maintain records of consultant time, scheduling confirmations and SOW milestone tracking for accurate invoicing.
• Monitor consultant performance and engagement health, escalating risks to Delivery Managers.
• Support onboarding/offboarding of resources including access provisioning and customer introductions.
• Identify scope creep or SOW deviations early and support Change Order processes.

Conoscenze

ServiceNow

Travel flexibility

Strumenti

ServiceNow platform

Descrizione del lavoro

• 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

Responsibility of / Expectations from the Role

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. xlwpduy

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.