Servicenow - Sr. Consultant/ Engegement Manager

Mpower Plus; Varese; In loco; EUR 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Mpower Plus is seeking a Senior ServiceNow Engagement Manager to lead and oversee a portfolio of client engagements in Italy with 50% travel to client locations. You will own end-to-end delivery, manage resource booking, and serve as the primary customer-facing contact to ensure on-time, on-budget outcomes.

Responsibilities include producing status reports, maintaining SOW milestones, onboarding resources, flagging scope creep, collaborating with finance, and guiding teams on AI-enabled

Competenze

• 8+ years of ServiceNow Professional Services / Consulting experience
• Ability to travel
• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making or problem-solving

Mansioni

• 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
• Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting
• Be the single contact to encourage collaboration and customer agreement on proposed solutions.
• Mentor Customer Outcomes or Partner team members and identify gaps between actuals and plan of record, driving resolutions.
• Understands core AI concepts, ethical considerations and platform capabilities, and can explain their application in customer contexts with support.
• Creativity with comfort running projects independently and collaborating as needed
• Success driving complex issues through analysis and resolution
• ServiceNow Certifications (CSA/CAD/CIS)
• PMP/Prince II certifications

Conoscenze

ServiceNow

Travel

AI integration

CSA/CAD/CIS

Technical leadership

End-to-end delivery

Documentation

User stories

Unit testing

Client-facing

Technical architecture

Ethical AI

Mentoring

Formazione

PMP/Prince II certifications

Strumenti

ServiceNow

Descrizione del lavoro

Location: Italy(50% Travel required to client location)

Contract : 6-12+ Months contract

Key Responsibilities

• ServiceNow Professional Services / Consulting experience
• Ability to travel
• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making or problem-solving
• ServiceNow certifications in aligned workflow (CSA/CAD/CIS)
• Expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands-on technical leadership
• Creative with comfort running projects independently with experience working collaboratively, driving complex issues through analysis and resolution
• Guide customers through technical documentation and discussions, driving innovation for consistent delivery and in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Translate requirements into technical specifications and user stories, aligning technical needs with business objectives.
• Provide oversight and unit testing of code developed by partner or customer employees
• Provide feedback to product development to improve the product based on experiences gained with customers
• Contribute to the preparation of client-facing and internal technology deliverables by executing stories, assisting in scoping deals and sharing customer successes.
• Contribute to weekly/bi-weekly status reports across engagements, providing clear visibility of utilisation, risks and actions
• Articulating AI system design, ethical implications and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption.
• Act as a resource to customers by providing expertise on technical matters related to products and solutions.
• Provide ServiceNow workflow solutions with a technical architecture designed for long-term success, following ServiceNow technical standards and leading practices.
• 8+ years of ServiceNow Professional Services / Consulting experience
• Ability to travel
• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making or problem-solving
• ServiceNow certifications in aligned workflow (CSA/CAD/CIS)
• Expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands-on technical leadership
• Creative with comfort running projects independently with experience working collaboratively, driving complex issues through analysis and resolution
• Guide customers through technical documentation and discussions, driving innovation for consistent delivery and in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Translate requirements into technical specifications and user stories, aligning technical needs with business objectives.
• Provide oversight and unit testing of code developed by partner or customer employees
• Provide feedback to product development to improve the product based on experiences gained with customers
• Contribute to the preparation of client-facing and internal technology deliverables by executing stories, assisting in scoping deals and sharing customer successes.
• Contribute to weekly/bi-weekly status reports across engagements, providing clear visibility of utilisation, risks and actions
• Articulating AI system design, ethical implications and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption.
• Act as a resource to customers by providing expertise on technical matters related to products and solutions.
• Provide ServiceNow workflow solutions with a technical architecture designed for long-term success, following ServiceNow technical standards and leading practices.

Role: ServiceNow Engagement Manager

Location: Italy(50% Travel required to client location)

Contract : 6-12+ Months contract

• 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
• Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting
• Be the single contact to encourage collaboration and customer agreement on proposed solutions.
• Mentor Customer Outcomes or Partner team members and identify gaps between actuals and plan of record, driving resolutions. xysqume
• Understands core AI concepts, ethical considerations and platform capabilities, and can explain their application in customer contexts with support.
• Creativity with comfort running projects independently and collaborating as needed
• Success driving complex issues through analysis and resolution
• ServiceNow Certifications (CSA/CAD/CIS)

PMP/Prince II certifications