Snr ServiceNow Engagement Manager

eir business talent is currently seeking applicants for Snr ServiceNow Engagement Manager role for our client based in Dublin

Snr ServiceNow Engagement Manager

Location – Dublin – Hybrid / Open to Remote Type – 12+ months Contract – highly extendable The Role The role is for a Snr Engagement Manager who will have the following mandate:

• Lead and drive large and complex Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes throughout the delivery lifecycle.
• Guide the delivery team in large and complex engagements, frequently collaborating with a services partner and point of communication and coordination for the delivery team.
• Keep the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required.
• Apply advanced expertise in project implementation, scheduling and monitoring techniques.
• Build cross-geo, cross-functional and partner relationships to enhance the ES brand internally and externally.

Your responsibilities:

• 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.

Essential skills/knowledge/experience:

• 8+ years of Professional Services / ServiceNow Projects management experience.
• Project Management, ServiceNow Platform, ITSM / ITOM / ITAM / Platform workflows, Solution Design, ServiceNow integrations.
• ServiceNow Certifications (CSA/CAD/CIS).
• PMP/Prince II certifications.
• 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.

Desirable skills/knowledge/experience:

• 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

Candidates should hold appropriate RTWs for Ireland i.e. Stamp1G Dependant, Stamp 4, Irish/British/EU passport. 

 

For more information please apply here or contact [email protected]

Contact : 0858564199

 

Ref: EET8349

Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.

  

eir business talent , eir business and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir business talent , eir business and our clients apply all relevant Data Protection laws when processing your Personal Data.

  

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