Engagement Manager

MPower Plus; Stockholms län; On-site; SEK 900,000 - 1,150,000; Full time

Job summary

MPower Plus in Sweden seeks a Senior ServiceNow Delivery Lead to own end-to-end delivery of a portfolio of client engagements. You will coordinate resource management, client communications, and financials, driving on-time, on-budget delivery while mentoring team members and collaborating with Practice leadership.

You will proactively identify risks, manage stakeholder expectations, and ensure quality outcomes across engagements in a fast-paced consulting environment.

Qualifications

• 8+ years of 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 (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 propose 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

Responsibilities

• Own end-to-end delivery oversight of a portfolio of client engagements.
• Coordinate resource booking and scheduling across active engagements.
• Serve as the primary customer-facing contact for resourcing, scheduling, invoicing, and delivery concerns.
• Produce weekly/bi-weekly status reports with utilisation, risks, actions, and financial burn insights.
• Maintain accurate records of consultant time, scheduling, and SOW milestones for timely invoicing.
• Monitor performance and engagement health, escalating risks to Delivery Managers and Practice leadership.

Skills

ServiceNow

Portfolio management

Client communication

Resource planning

Delivery oversight

Risk management

Stakeholder management

Reporting

Job description

Languages: Swedish and English (mandatory)

Contract

• 8+ years of 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 propose 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