22 feb
Importante Empresa Del Sector
Estado de México
Location: Madrid, Spain Position: 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.
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.
Motivate your team to deliver to their best abilities and provide a great customer experience.
Accelerating time to value through rigorous program management and quality assurance.
Deliver program management expertise based on experience, continuous learning, and in-depth knowledge of ServiceNow methodologies.
Manage the schedule and ensure a sound governance model throughout the program lifecycle.
Proactive scope management to balance business value and technology.
Manage costs through effective program governance.
Provide proactive development and execution of proven risk assessment, prevention, and mitigation plans.
Close the project ensuring a smooth transition back to the customers.
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.
Collaborate with internal stakeholders like Resource Management, Finance, and Sales.
Maintain project status on Professional Services tools regularly.
Identify up-sell opportunities and provide details to Sales.
Required experience and qualifications: Bachelor's degree or equivalent job experience.
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 with Fortune 100 companies.
ITSM and IT Infrastructure Library (ITIL) business processes knowledge.
Proven implementation leadership experience with ITSM solutions.
Experience in preparing business documentation, e.g., Statements of Work.
Excellent written, verbal, presentation, and negotiation skills.
Strong interpersonal skills, client-centric attitude, and ability to deal with cultural diversity.
Strong documentation and presentation skills.
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 in managing multiple projects at the same time in various countries.
Experience in managing multiple projects in Spain 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 Telecom and Finance partner of choice and a leader in every region we operate.
Learn more about us at #J-18808-Ljbffr
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