Senior Engagement Manager

Location:
Madrid, Spain Hybrid Work Senior Engagement Manager The Sr.
Engagement Manager provides a rapid path to success and ongoing value for customers.
Senior Engagement Manager establishes, maintains, and delivers on-site and remote management of a customer's implementation from Pre-Sales to customer handover and acceptance while using 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 any issues arising, escalating as appropriate, providing status reporting to all stakeholders, and maintaining top-level customer satisfaction.
They are accountable for the entire project scope, project team, resources, and the success or failure of the project.
They collaborate with all involved personnel, most importantly the Stakeholders and Project Team Members.
What you get to do in this role:
Understand the outcomes that our customer wants to achieve with the project and ensure the project deliverables impact these outcomes in a tangible and positive way.
Manage the customer expectations on the project outcomes, progress, and scope (changes).
Provide a single point of contact.
Provide a point of contact for the internal organization and for customer program management counterparts to help lead and drive collaboration and efficient decision-making.
Motivate your team to deliver to their best abilities and provide a great customer experience.
Accelerating time to value.
Rigorous program management and quality assurance lead to program efficiencies that generate cost savings and speed business outcomes.
Program management expertise & innovation.
Deliver program management expertise based on experience, continuous learning, and in-depth knowledge of ServiceNow methodologies.
Managing the schedule.
Customers will receive a sound governance model coupled with rigorous execution of this model throughout the program lifecycle.
Proactive scope management.
Ensures the team focuses on program vision and scope while balancing business value and technology.
Manage costs.
Provides well-established program governance to manage requirements in line with agreed scope and business objectives.
This is made possible through the effective balance of time, cost, and quality via proactive program planning focused on business outcomes.
Dealing with risk.
Provide proactive development and execution of proven risk assessment, prevention, and mitigation plans, customer meetings, and efficient identification, tracking, and resolution of issues using established tools and templates.
Close the project.
Upon project completion, ensure a smooth transition back to the customers, including complete knowledge transfer, record updates, and the assurance that the transition to the ServiceNow customer support has occurred and the customer has operational control of their solution.
Work with Sales to produce Statements of Work (SOWs) based on customer requirements.
Plan and deliver project kick-off meetings, conduct daily stand-up scrum calls, and hold regular project review calls and customer meetings.
Prepare and share project status reporting for external and internal stakeholders.
Deliver ITIL-based Gap Analysis workshops to assist customers in deriving product requirements.
Understand the goals and align the deliverables accordingly.
Conducted stand-up scrum calls and held regular project review calls and customer meetings.
Collaborate with internal stakeholders like Resource Management, Finance, and Sales to ensure a smooth execution of internal processes and procedures.
Maintain project status on Professional Services tools regularly.
Identify up-sell opportunities and provide details to Sales.
Required experience and qualifications:
Has a bachelor's degree or equivalent job experience.
Degree-level candidate with at least 5+ years in (IT) Service Management consulting experience.
Experience in SaaS and PaaS implementation.
Experience with implementing or supporting ServiceNow products in an Enterprise is a plus.
Great knowledge of Project Management (Agile) methodologies and best practices.
Experience managing projects deploying Web Technologies (XML, HTML, JavaScript, Web Services, etc.).
Comfortable leading workshops, including the hierarchy of Fortune 100 companies.
ITSM and IT Infrastructure Library (ITIL) business processes.
Proven implementation leadership experience with ITSM solutions, and a background in working knowledge of IT operations.
Experience in preparing business documentation, e.g., statements of Work.
Excellent written, verbal, presentation, and negotiation skills are required.
Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement.
Strong interpersonal skills, client-centric attitude, and ability to deal with cultural diversity.
Strong documentation and presentation skills, including creative thinking and willingness to work hands-on to deliver impactful outcomes.
Ability to gather and analyze data to understand the pros and cons of different decisions and options.
Ability to communicate abstract ideas clearly and independently manage complex project objectives.
Experience managing multiple projects in various countries.
Fluent in both Spanish and English (spoken and written) Spain-based, Madrid is a plus.
Required certifications ITIL v3 or v4 certified ScrumMaster certified PMP certified About Volteo Digital Volteo Digital is a global consulting firm that provides expert-led, end-to-end implementation and consulting services, nearshore managed services, training programs, and ServiceNow-authorized talent placement to help clients maximize their investment in the ServiceNow Platform.
Mission To enable our customer's success through the business transformation of their work, one workflow at a time, while we create meaningful, life-changing opportunities for every Volteo Digital employee.
Vision To be recognized as the ServiceNow Telcom and Finance partner of choice and a leader in every region we operate.
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