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Volteo Digital - ServiceNow Elite Partner
Location:
Madrid, Spain
Job Category:
Other
EU work permit required:
Yes
Job Reference:
574797224711343308832460
Job Views:
3
Posted:
23.01.2025
Expiry Date:
09.03.2025
Job Description:
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 for the internal organization and for customer program management counterparts to help lead and drive collaboration and efficient decision-making.
* Accelerate 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 to provide sound governance throughout the program lifecycle.
* Ensure proactive scope management, balancing business value and technology.
* Manage costs and maintain program governance to align requirements with agreed scope and business objectives.
* Provide proactive development and execution of risk assessment, prevention, and mitigation plans.
* Ensure a smooth transition back to the customers upon project completion.
* 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.
* Prepare and share project status reporting for stakeholders.
* Deliver ITIL-based Gap Analysis workshops to assist customers in deriving product requirements.
* Collaborate with internal stakeholders to ensure smooth execution of processes.
* 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.
* 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.
* Knowledge of Project Management (Agile) methodologies and best practices.
* Comfortable leading workshops 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, including creative thinking.
* Ability to gather and analyze data for decision-making.
* 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 providing 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.
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 www.volteodigital.com.
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