Senior Engagement Manager

The Sr. Engagement Manager provides a rapid path to success and ongoing value for customers. The 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. Motivate your team to deliver to their best abilities and provide a great customer experience.
• Accelerate time to value through rigorous program management and quality assurance that lead to program efficiencies generating cost savings and speed business outcomes.
• Deliver program management expertise based on experience, continuous learning, and in-depth knowledge of ServiceNow methodologies.
• Manage the schedule with a sound governance model and rigorous execution throughout the program lifecycle.
• Ensure proactive scope management, focusing on program vision and scope while balancing business value and technology.
• Manage costs with well-established program governance to align requirements with agreed scope and business objectives, balancing time, cost, and quality.
• Provide proactive development and execution of risk assessment, prevention, and mitigation plans, including customer meetings and efficient issue tracking and resolution.
• Ensure a smooth project closure, including complete knowledge transfer, record updates, and assurance of transition to ServiceNow customer support.
• 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.
• Align deliverables with the customer's goals.
• Collaborate with internal stakeholders like Resource Management, Finance, and Sales to ensure 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 :

Required certifications :

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

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