ServiceNow Engagement Manager – Reading

United Kingdom
Permanent / Full Time

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About the Job:
As a ServiceNow Engagement Manager, you are experienced subject matter expert and will utilise your Project Management expertise and experience to develop and deploy solutions utilizing the ServiceNow platform. You will work as part of a collaborative team leading, mentoring, and ensuring development efforts are well documented and delivered with quality. 

What will you do?:

  • Responsible for the overall delivery of Professional Services engagements including the project management, financial reporting, client communication, and operational control. 
  • Work with Business and Technology stakeholders to assess current state processes and tools, define ServiceNow requirements, and develop/evolve the ServiceNow platform, document SOWs.
  • Conduct planning workshops for ServiceNow platform and applications to define and prioritize the project goals, objectives, roles, responsibilities, sprints, story backlog, task/task ownership, key milestones, configuration process, test strategy, user acceptance testing, training, communications, risk management, and release to production rules of engagement. 
  • Facilitate multiple facets of project management, including communications, project planning, implementation consulting, tracking the statement of work, resource allocation, escalation management, while acting as a single point of contact for the ServiceNow implementation project. 
  • Manage project constraints (i.e., scope, schedule, budget) and project risks, issues, decisions, action items, and changes (i.e., RIDAC) as needed for project success. 
  • Record and maintain meeting minutes, risks, issues and action items. 
  • Schedule and facilitate meetings for project kick-off, planning, assessments, design, status, testing, training, and operational support. 
  • Liaison between project teams, client leadership, teaming partners, and customer stakeholders to promote proactivity, collaboration, and innovative thinking. 
  • Perform delivery oversight of professional services staff to ensure timely and high-quality delivery of implementation projects and programs. • Utilize the Agile/Scrum methodology utilizing project collaboration tools including and ServiceNow PPM.
  • The working hours – Monday to Friday – 9:00am to 5:00pm  

What will you bring to ESP?

  • 5+ years complex project leadership, managing financial, resourcing, communications, business, and technical aspects of IT system implementation consulting. 
  • 3+ years of experience implementing ServiceNow processes and solutions. 
  • Business skills needed for customer engagement including strong oral and written communication, presentation creation/delivery, and professional conduct and appearance. 
  • Strong track record of building trusting relationships with partners, clients, and teams. 
  • Knowledgeable on ServiceNow implementation best practices and procedures. 
  • Strong understanding of ServiceNow applications and modules, understanding the business context and how to translate business and functional requirements into a sustainable ServiceNow solution. 
  • Ability to communicate key technical, functional, and business information. 
  • Demonstrated ability to own and resolve complex project issues. 
  • Excellent verbal and written communication skills to create and present documentation or proposals for projects/tasks. 
  • Good understanding of ServiceNow architecture concepts. 
  • Proven experience with key technologies relevant to the ServiceNow integrations and security framework. 
  • Comfortable working with senior client leadership and managing stakeholder engagement for high-visibility projects. 
  • Certified ServiceNow Implementation Specialist (CIS) in one module and/or Certified System Administrator (CSA). 
  • Agile certification such as Certified Scrum Master or similar preferred. 
  • Experience in organisational transformation and/or advisory consulting preferred.

If you are….
Motivated to develop your career in Project Management, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.

What we will offer:
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

We offer a competitive range based upon suitability or experience.

  • 20 Holiday Leave
  • Pension
  • Life Insurance
  • Perkbox discounts
  • Percipio Learning  

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.

ESP Global Services is an equal opportunity employer.

Next Steps

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