Beyond20 is seeking an experienced Engagement Manager to join our growing training and consulting practice. This position will report to the
Director of Client Engagement
but will work with a significant degree of autonomy, exercising discretion and independent judgment with respect to matters of significance.
The qualified candidate will have extensive experience managing multiple, concurrent deployment projects primarily focused on ServiceNow within the commercial and/or Federal sectors. The Engagement Manager will manage large-scale to mid-scale projects and execute deliverables according to the agreed-upon project contract.
While
maintaining
a high level
of customer satisfaction, the Engagement Manager is accountable for aspects of development and implementation of assigned projects and serves as a single point of contact for those projects.
The
Engagement Manager will
be responsible for
managing upgrades, enhancements, process improvements, reporting, issues resolution, and client relations for various ServiceNow projects and initiatives. Experience working with and implementing ITIL based processes is a plus.
A successful individual will have the ability to think strategically, act tactically, write effectively, and display strong analytical and critical thinking skills.
The candidate must also be able to build and manage strong, cross-functional teams and
demonstrate
exceptional organizational skills and attention to detail.
The
Engagement Manager will
interface
with customers and other members of the Beyond20 team to transform customer requirements into fully functional solutions based on the Microsoft Project Server, SharePoint, ServiceNow, and/or Cherwell Service Management platforms. Project tasks may include building dashboards, customized workflows for processes and procedures, customizing user interfaces, and interfacing with existing customer data sources and tools.
Essential Duties and Responsibilities:
Apply consistency and best practices through project initiation, planning, execution and closing phases, promoting outcomes and benefit tracking
Develop detailed
project execution plan, and manage all implementation processes including project financials, progress tracking, metrics,
monitoring
change control process, testing, release to production and delivery within budget constraints
Guide IT technical resources in the development of technical requirements and solutions
Demonstrate strong decision making based on data and business benefit to help guide customers and project teams
Act as the single point of contact between clients and Beyond20 throughout the duration of the project communicating with clients in
a timely
and professional manner
Ensure the delivery of IT solutions and services that
provide
the highest value and quality
Ability to manage multiple,
project work plans, revising them as
appropriate to
meet changing needs and requirements
Maintain
accurate and timely
reporting of the project schedules and status (
relative
to time, cost, budget, and scope)
Accountable for the scope of each engagement, using sound judgement to allow for slight deviations and following the change management process as needed with customer involvement
Responsible for resource scheduling, project burndown and performance management of all resources assigned to the engagement
Ensure that services and deliverables meet Beyond20 quality standards while adhering to financial and budget requirements of the client
Ensure that financial and schedule commitments are documented and communicated to stakeholders and the project team
Complete weekly status reports
Facilitate regular
project status meetings and key stakeholder reviews
Handle issues and risks to minimize exposure and risk on project; escalate as needed
Provide
leadership to diagnose and overcome barriers to team/project progress
Execute implementation plan and monitor progress, perform project reviews
Manage day-to-day operational aspects of the project and scope. Responsible for Scrum rituals: Planning, Standups, review, retrospective, etc.
Other duties may include:
Assist
with proposal writing, respond to RFPs and RFQs as needed
Assist
with operational / administrative activities as needed
Ability to work independently and meet deadlines with minimum supervision
Required Qualifications:
6 years’ experience as an IT Project
Manager and/or Engagement Manager
PMP certification
Prior history working with the ServiceNow platform
Excellent communication, presentation, and writing skills
Excellent business acumen and the ability to communicate in
a timely
and professional manner with individuals at all levels of organizations
Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars
Must be organized and able to
utilize
time accordingly
Thrives
in ambiguity with
proven
track record
of troubleshooting and
problem solving
skills. Demonstrated conflict/resolution management, active listening, and interpersonal skills
required
.
Experience with hands-on IT project management. Experience guiding teams and overcoming project hurdles/obstacles.
Leads from the front with a willingness to take on tasks that sometimes would fall outside of their scope
in order to
get the job done
Demonstrated ability to make technical concepts understood by non-technical people
Ability to multi-task and to
establish
and follow priorities
Proficient in MS Office Suite
Preferred Qualifications:
Experience as a Project Manager and/or Engagement Manager working in ServiceNow
Familiarity with SaaS and Cloud technologies
Knowledge of the ITIL Framework and Agile/Scrum
methodology
is a plus
Experience with Jira
ITIL V3 Foundation or ITIL 4 certification a plus
Four-year college degree
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