Transformation Engagement Manager - ServiceNow

Job Title: Transformation Engagement Manager, ServiceNow
Location: Dallas, New York, Atlanta, Houston, NYC, San Francisco

Travel: 0-100%

As a member of our Cloud and Infrastructure Services Project and Consulting organization the Transformation Engagement Manager is primarily responsible for leading the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, proactively handling any issues arising, providing status reporting to leadership and project sponsors and maintaining high levels of customer satisfaction and project profitability.

The Transformation Engagement Manager will often be placed on engagements of a more complex nature, requiring advanced abilities in project management, and communication skills. Leadership in orchestrating successful delivery across the breadth of scope from technical, to business process, to organizational change ensuring the customer business value outcome. These complex projects bring together specialized capabilities from across Capgemini Business Units in combination to enable the transformational goals of the customer. The Engagement Manager is responsible for leading these interdependencies and builds a collaborative, diverse, skilled project team from across the world to deliver quality on time, to budget and exceed customer expectations.
Key Areas of Responsibility

• Own successful project services delivery to a customer
• Understand the customer business including the business issues and problems being resolved by the engagement
• Drive and lead project risks and issue resolution, including identification, analysis and communication, monitoring and control while increasing the probability of positive outcome
• Own project in collaboration with the team/backlog allocation and oversight.
• Build trusted and influencing relationship with customer, leadership and key points of contacts
• Plan and deliver project kick-off meetings and hold regular project review calls / meetings with customer, leadership and key points of contacts
• Executive level and detailed weekly project status reporting
• Facilitate (requirements gathering) workshops to translate business requirements to tangible configuration in ServiceNow
• Support or act as Scrum Master for Sprint cycle during the project delivery
• Forecast and plan for resourcing needs and ensure talent requests are updated and accurate in line with project and business needs
• Detailed financial management, forecast and reporting of project revenue, cost, margins and delivery value.
• Identify up-sell opportunities and engage Sales & Pre-Sales teams
• Validation and tracking of value delivered by ServiceNow solution
• Responsible for customer satisfaction throughout the engagement cycle
• Add to the continual improvement of project delivery processes as well as the maturing of the different capabilities, expertise, and standard processes in consideration of customer needs and requirements
• Provide mentorship and guidance to other members of the team
• Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities!
• Other duties and responsibilities as assigned