Principal Customer Engagement Manager

Project overview

This contract role leads complex customer adoption engagements for a technology platform, including establishing Generative AI solutions and other platform capabilities. The manager owns project planning, governance, risk and issue management, stakeholder collaboration, customer communications, and delivery through go-live and post-go-live hypercare; ServiceNow implementation or support experience is required.

The description calls for at least 12 years in high-tech or SaaS and 8+ years in customer-facing program management, while the structured experience range is 8–12 years, so candidates at the upper end may be needed to meet the stated minimum. PMP, PgMP, Certified ScrumMaster, or a ServiceNow methodology certification/equivalent, ITIL Foundation, and working knowledge of OCM frameworks are specified; AI customer implementation experience and OCM certification are advantages. The role is based in London and is contract, but the work mode is not specified.

Responsibilities

• Provide program management practices, such as planning, scheduling, monitoring, risk management, etc., to drive rigorous project execution throughout the project lifecycle
• Apply project management expertise from the Now Create implementation methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes
• Drive collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers
• Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders
• Facilitate project planning meetings, reviews, and retrospectives
• Provide project governance to manage requirements in line with agreed to scope and business objectives
• Develop and present the project value proposition to customers as part of the initiative and on-going collaboration
• Mentor team members to achieve the engagement's deliverables and promote the customer's desired results
• Identification and execution of risk assessment, prevention, and mitigation plans, and efficient identification, tracking and resolution of issues
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions
• Ensure complete knowledge transfer, record updates and all transition activities are taking place at the end of each engagement Qualifications
• Minimum of 12 years of high-tech/SaaS industry experience

Requirements

• At least 12 years of high-tech or SaaS industry experience
• At least 8 years in customer-facing program management within professional services or a similar role
• At least 8 years of experience with technology products
• Complex cross-functional technical project and program management, including delivery through go-live and post-go-live hypercare
• Prior experience implementing or supporting ServiceNow products
• One or more of Certified ScrumMaster, PMP, PgMP, ServiceNow Implementation Methodology certification, or equivalent
• ITIL v3 or v4 Foundation
• Strong working knowledge of organizational change management frameworks
• Strong customer and executive communication, including technical and business concepts, written updates, negotiation, and persuasion
• Bachelor’s degree or equivalent experience
• Fluent English

Project details

• Start: flexible
• Remote: remote
• Location: United Kingdom, GB