ServiceNow Engagement Delivery Lead

Cognizant

Schiphol

Hybrid

EUR 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Pension scheme

Udemy access

Cognizant Academy

NS Business Card

25 paid holidays

Laptop and smartphone

Job summary

Cognizant in the Netherlands is seeking a ServiceNow Engagement Delivery Lead to drive successful delivery of complex ITSM projects. You will build strong client relationships, clarify requirements, and coordinate cross-functional teams to deliver value and measurable business impact.

You will lead customer meetings, manage delivery methodology adoption, provide executive summaries, and ensure alignment with the SOW while maintaining project governance and risk controls.

Qualifications

Bachelor's degree in Software Engineering, Computer Science, or related field.
Excellent communication skills.
5+ years of experience in Project Management, ideally for large IT Service Management (ITSM) / ServiceNow implementations.
PM experience with application development projects.
Experience in leading and guiding project teams and clients to success, including managing project schedules and risk management.
Experience in the calculation and management of KPIs.
Experience with Agile Methodologies is strongly preferred.

Responsibilities

Build strong relationships with the customer by setting the right expectations, providing regular updates, and being assertive when things go wrong.
Take the lead in main customer meetings, ensuring all stakeholders get involved and the agenda is completed.
Ensure customers understand the delivery methodology and have visibility of project status and progress.
Prepare and timely send executive summary reports detailing milestones, risks, actions, decisions, issues and change orders.
Coordinate knowledge transfer activities with the customer and project managers to execute implementation tasks.
Keep stakeholders informed and engaged according to their level of responsibility.
Facilitate the sales-to-delivery process by ensuring the Services team understands customer needs and how value fits expectations.
Transform deliverables, milestones, risks, assumptions, and success factors defined in the SOW into actionable plans.
Work with Services team to manage schedules and ensure on-time delivery.

Skills

Excellent communication skills

Project management

Agile methodologies

Stakeholder management

KPI management

ServiceNow implementations

Education

Bachelor's degree in Software Engineering, Computer Science, or related field

Tools

ServiceNow

Job description

About the Role

As a ServiceNow Engagement Delivery Lead, you will be a customer-focused leader, accountable for the successful delivery of solutions that meet client business needs. In this role, you will build positive client relationships during projects by assessing the client's needs, identifying customer requirements, and developing cohesive projects that improve business operations with more efficient procedures and systems. This role involves analysing business data to assess situations, assigning tasks to team members, and problem-solving when issues arise.

You will be a valued member of Cognizant's growing ServiceNow Business Group, working at the intersection of delivery excellence, stakeholder management, and project governance.

Work Model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programmes. The working arrangements for this role are accurate as of the date of posting and may change based on the project you're engaged in, as well as business and client requirements.

In This Role, You Will

Build strong relationships with the customer by setting the right expectations, providing regular updates, and being assertive when things go wrong.

Take the lead in main customer meetings, ensuring all stakeholders get involved, the agenda is successfully completed, and communication objectives are achieved.

Ensure customers have a clear understanding of the delivery methodology and all tools in place for visibility of project status and progress.

Prepare and timely send executive summary reports, communicating milestones achieved and an updated summary of project plans, risks, action items, decisions, issues, and change orders.

Guarantee that knowledge transfer processes' objectives are clearly understood by the customer and coordinate, along with the BPC and Customer Project Manager, the execution of all implementation activities or tasks.

Keep stakeholders involved according to their level of responsibility and expectations, ensuring they are consulted and informed.

Facilitate the sales-to-delivery process by ensuring the Services team can understand the customer's needs, their business, and how the proposal of value fits into those expectations.

Transform into an actionable plan all the deliverables, milestones, risks, assumptions, and success factors defined in the SOW.

Work closely with Services team members to manage project schedules, ensuring deliverables are achieved on time and in accordance with clients' requirements.

Take the lead in pre and post Go-Live preparation activities, effectively coordinating communication with stakeholders and the Services Team, and extra-motivating the team for the Go-Live Milestone.