Senior Engagement Manager

The Sr. Engagement Manager provides a rapid path to success and ongoing value for customers. The role involves establishing, maintaining, and delivering on-site and remote management of a customer’s implementation from Pre-Sales to customer handover and acceptance, following the ServiceNow Implementation Methodology.

Sr. Engagement Managers are primarily responsible for managing the successful deployment of a scoped solution, acting as the primary customer contact for services, handling issues, escalating as needed, providing status reports, and maintaining high customer satisfaction. They are accountable for the project scope, team, resources, and overall success or failure, collaborating with all involved personnel, especially Stakeholders and Project Team Members.

What you will do in this role :

• Ensure project deliverables positively impact customer outcomes.
• Manage customer expectations regarding project outcomes, progress, and scope changes.
• Serve as the single point of contact to facilitate collaboration and decision-making, motivate the team, and enhance customer experience.
• Accelerate time to value through rigorous program management and quality assurance, leading to efficiencies, cost savings, and faster business results.
• Apply program management expertise based on experience and ServiceNow methodologies.
• Manage schedules with sound governance and rigorous execution throughout the project lifecycle.
• Proactively manage scope, balancing business value and technology considerations.
• Control costs through established governance aligned with requirements and business objectives.
• Develop and execute risk management, issue resolution, and customer communication plans.
• Ensure a smooth transition to customer support upon project completion, including knowledge transfer and record updates.
• Collaborate with Sales to produce Statements of Work based on customer needs.
• Plan and facilitate project kick-offs, daily stand-ups, review meetings, and customer interactions.
• Prepare and share project status reports for stakeholders.
• Conduct ITIL-based Gap Analysis workshops to help derive product requirements.
• Maintain project status on internal tools and identify up-sell opportunities for Sales.

Required experience and qualifications :

• Bachelor's degree or equivalent experience.
• Minimum 5+ years in IT Service Management consulting.
• Experience with SaaS and PaaS implementations.
• Experience supporting or implementing ServiceNow products in an enterprise environment is a plus.
• Strong knowledge of Agile project management methodologies.
• Experience leading workshops, including with Fortune 100 companies.
• Knowledge of ITSM and ITIL processes.
• Proven leadership in ITSM solutions and IT operations.
• Experience preparing business documentation like Statements of Work.
• Excellent communication, presentation, negotiation, and active listening skills.
• Strong interpersonal skills, client-centric attitude, and cultural awareness.
• Proficiency in data analysis, clear communication of ideas, and managing complex projects across multiple countries.
• Fluent in Spanish and English (spoken and written); Spain-based, preferably in Madrid.

Required certifications :

• ITIL v3 or v4
• ScrumMaster
• PMP

About Volteo Digital :

Volteo Digital is a global consulting firm offering end-to-end implementation, consulting, managed services, training, and ServiceNow talent placement to maximize clients' investments in the ServiceNow platform.

Mission :

To enable customer success through business transformation, creating meaningful opportunities for Volteo Digital employees.

Vision :

To be recognized as the ServiceNow Telecom and Finance partner of choice and a regional leader.

Learn more about us at

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