The role
As Engagement Manager, you are the senior point of accountability for one or more ServiceNow client engagements, owning the client relationship, commercial health, and successful delivery of outcomes from mobilisation through to transition. This role ensures that engagements deliver measurable value, remain profitable and within scope, and build long-term, trusted partnerships with our clients. The Engagement Manager will act as the bridge between our clients and our delivery teams, shaping engagement governance, identifying opportunities to extend our partnership, and championing client satisfaction and continuous improvement.
What you'll do
- Agree engagement scope, objectives, success measures, and commercial terms with client sponsors.
- Identify key client and internal stakeholders and establish engagement governance and cadence.
- Mobilise engagements with clear plans covering timelines, budgets, resourcing, and delivery approach.
- Ensure Statements of Work, engagement documentation, and governance artefacts are complete, current, and aligned with company standards.
- Ensure engagement teams are appropriately staffed, with clear roles and responsibilities.
- Provide oversight and guidance to project managers and consultants, identifying skill gaps and supporting development.
- Facilitate effective communication, collaboration, and issue resolution between client and delivery teams.
- Foster a culture of accountability, transparency, and client-first thinking.
- Lead steering committees, engagement reviews, and senior client status meetings.
- Maintain oversight of delivery progress across workstreams and track outcomes against agreed milestones.
- Proactively identify engagement-level risks, dependencies, and escalations, and drive timely resolution.
- Ensure engagements deliver the agreed value within approved timelines and budgets.
- Own the financial health of engagements, including budget burn, forecasting, margin, and utilisation.
- Manage scope through formal change control, agreeing impact assessments and contract variations with clients.
- Ensure adherence to contractual obligations, internal governance frameworks, and invoicing schedules.
- Ensure deliverables meet quality and compliance standards.
- Conduct regular engagement health checks and quality reviews.
- Implement corrective actions and continuous improvement measures as required.
- Provide accurate, timely engagement updates to internal leadership and client executives.
- Produce engagement reports, financial forecasts, dashboards, and executive summaries.
- Capture lessons learned and client feedback to enhance future engagements.
- Act as the trusted advisor and primary senior contact for client stakeholders, managing expectations effectively.
- Build strong, long-term relationships with client executives and internal teams.
- Ensure engagement outcomes remain aligned with the client's strategic goals and ServiceNow roadmap.
- Champion client satisfaction and CSAT throughout the engagement lifecycle.
- Identify and shape opportunities for follow-on work, extensions, and managed services in partnership with Sales.
- Oversee the transition of completed engagements into operational support, ensuring continuity and knowledge transfer.
What we're looking for
- Substantial experience in engagement, account, or delivery management within a consultancy or professional services environment.
- Proven track record of managing client relationships and commercial performance, including budgets, margin, and change control.
- Experience leading and delivering ServiceNow engagements; project or programme management qualification desirable.
What we offer
Beyond the role
Reward & Recognition
- Annual salary review
- Bonus & incentive schemes
- Pension contribution
- Private health insurance
- Attractive annual leave entitlement
- Life insurance policy
Learning & Development
- In-house development programmes
- E-Learning platforms
- Career development pathways
- Personal development plans
- Skills-based training days
- Collaborative relationships with higher education
Wellbeing & Culture
- Flexible working options
- Walking meetings
- Mental Health First Aiders
- Team away days
- DE&I communities and culture days
- Volunteer days and charity partnerships
Also open
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