Senior Customer Engagement Manager

Project overview

This contract role leads complex customer adoption and implementation engagements for the ServiceNow Platform, including establishing Generative AI solutions and other platform capabilities. The core requirements are senior customer-facing project and program management, technology implementation experience, strong project governance and risk management, working knowledge of OCM frameworks, ITIL Foundation, and prior ServiceNow product implementation or support experience. PMI or similar certification, Agile Scrum experience or Scrum Master certification, and AI customer implementation experience are preferred.

The description asks for 8+ years in high-tech or SaaS and 5+ years in customer-facing project management, while the structured experience band is 5–8 years; this is a discrepancy to confirm. The location is London and employment is contract; work mode is not specified, and English fluency is required.

Responsibilities

• Provide project 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 and foster 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, time, schedule, and business objectives
• Develop and present the project value proposition to customers as part of the initiative and on-going collaboration
• 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, lessons learned, and all transition activities are taking place at the end of each engagement Qualifications
• Minimum of 8+ years of high-tech/SaaS industry experience
• 5+ years in a customer-facing project management role as part of a professional services organization or similar role

Requirements

• 8+ years of high-tech or SaaS industry experience
• 5+ years in customer-facing project management in professional services or a similar role
• Technology product experience
• Prior implementation or support experience with ServiceNow products
• Technical project and cross-functional program management, including delivery through go-live and hypercare
• Project planning, scheduling, monitoring, governance, scope and schedule control, risk management, and issue resolution
• Strong working knowledge of organizational change management (OCM) frameworks
• ITIL v3 or v4 Foundation
• Excellent written and verbal communication of technical and business concepts
• Fluent English

Project details

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