Senior Engagement Manager

Role: Senior Engagement Manager

Experience: 8+ Years

Tata consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose. We help companies across industries achieve their strategic goals and lead their digital transformation programs. With 600,000 experts globally and 18,000+ consultants working for leading Nordic Customers, we have a strong sense of purpose for the ecosystem around us – our employees, partners, customers and society.

Key Responsibilities:

• Leads large and complex engagements and 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.
• Coach and mentor Engagement Managers and Associate Engagement while driving solution quality, innovation and customer value realization.

Must Have Skills/Knowledge:

• 8+ years of ServiceNow Professional Services / Consulting experience.
• 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, booking 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.
• ServiceNow Certifications (CSA/CAD/CIS)
• PMP/Prince II certifications

Good-to-Have:

• Industry domain expertise.
• Additional ServiceNow certifications.
• Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes.
• Confident communicator who is comfortable owning customer relationships at an operational level — able to manage expectations, handle difficult conversations, and build trust over time.
• Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus.

Does that sound interesting?

You are welcome to submit your application consisting of your CV, personal letter, relevant degrees or certifications details, professional references, etc. We work with ongoing recruitment so send in your application as soon as possible.

We look forward to receiving your application via LinkedIn or mail to [email protected]

Privacy Note: https://ibegin.tcs.com/iBegin/privacy-notice