Engagement Manager (ServiceNow)

Job Details

Location: Remote | Employment Type: Full‑Time | Required Experience: 12–15 years

Role Overview

The Engagement Manager builds and maintains client relationships, oversees project delivery, and ensures satisfaction by bridging client needs with company capabilities. Acting as the primary contact, the manager handles project scope, finances, issue resolution, and internal coordination to foster long‑term partnerships. The role alternates between client‑facing (customer engagement) and internal (employee engagement) focus and requires exceptional English communication skills.

Core Responsibilities (Customer-Focused)

• Serve as primary point of contact, build trust, and understand client goals.
• Orchestrate project plans, manage timelines, resources, and deliverables.
• Oversee project finances and ensure contractual terms are met.
• Address client issues, complaints, and conflicts promptly.
• Liaise with sales, marketing, and technical teams to deliver solutions.
• Drive RFI/RFP processes, proactive proposals, and new business opportunities.

Core Responsibilities (Employee-Focused)

• Create initiatives to boost morale, satisfaction, and productivity.
• Foster a positive, inclusive environment with recognition and work‑life balance.
• Work with HR and leadership to align engagement efforts with company goals.

Required Skills & Experience

• 12–15 years of overall IT experience.
• At least 5+ years in a client‑facing role in Service Delivery, Client Management, Business Development, or Program Management.
• Experience in Banking, Financial Services, and Insurance industries.
• Strong background in public cloud platforms (Microsoft Azure, Google Cloud Platform).
• Expertise in insurance solutions, IT network operations, and security.
• Experience managing onsite/offshore delivery models and distributed teams.
• Excellent interpersonal and communication skills in English (spoken and written).
• Ability to collaborate with client COE groups and practice teams to meet requirements.
• Experience presenting to steering committees and operations leadership.

Qualifications / Certifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• ITIL Foundation / Intermediate certification.
• Project Management Professional (PMP) certification.

Must‑Have Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow Certified Application Developer (CAD)