ServiceNow Manager

We are looking for an experienced Senior Engagement Manager – ServiceNow to join a professional services environment in Sydney. This role is ideal for someone who combines strong ServiceNow consulting and delivery experience with the ability to manage customer engagements, consultants, resources and technical solutions end-to-end.

What you’ll be doing:

• Oversee a portfolio of ServiceNow Staff Augmentation engagements, ensuring delivery aligns with SOWs and customer expectations.
• Manage resource planning, booking and scheduling across active engagements.
• Act as the primary customer contact for resourcing, scheduling, invoicing and delivery-related matters.
• Track utilisation, financial burn, risks, actions and milestones, providing regular status reporting.
• Monitor consultant performance and engagement health, escalating risks where required.
• Manage onboarding and offboarding of consultants and coordinate customer introductions.
• Maintain RIDAC logs, track actions and identify scope creep or SOW deviations.
• Work closely with Finance and Commercial teams on actuals, contracted hours and revenue forecasting.
• Lead smaller projects and delivery teams while providing technical leadership and guidance to customers.
• Design scalable ServiceNow workflows and technical architectures aligned with customer objectives.
• Conduct customer workshops, assess current-state processes and define future-state solutions.
• Review and guide technical deliverables across configuration, integrations, testing and documentation.
• Coach and mentor ServiceNow consultants while driving solution quality and customer value.

What we’re looking for:

• 8+ years of ServiceNow Professional Services / Consulting experience.
• Strong experience managing customer engagements, Staff Augmentation or professional services delivery.
• Experience with SOW management, resource planning, utilisation, financial tracking and delivery governance.
• Strong customer-facing and stakeholder management skills.
• Experience leading projects, delivery teams and technical consulting engagements.
• Strong understanding of ServiceNow workflows, integrations, configuration and technical architecture.
• Ability to conduct workshops and translate business requirements into scalable technical solutions.
• Strong communication, problem-solving and leadership skills.

Certifications:

• ServiceNow CSA / CAD / CIS certifications are highly desirable.
• PMP or PRINCE2 certification is desirable.

Location: Sydney

If this sounds like you, apply now or contact Anupama Cavuturi on 0486199174 for a confidential discussion.