Senior Engagement Manager
Pubblicato il 28-09-2026 - Rezolve Ai in Lazio
Responsibilities
- ServiceNow Professional Services / Consulting experience; Ability to travel.
- Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) and customer expectations.
- Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps.
- Serve as the primary customer-facing contact ‑‑ handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace.
- Produce and distribute weekly/bi-weekly status reports across the portfolio, providing clear visibility of utilisation, risks, actions, and financial burn to both customers and internal leadership.
- Maintain accurate records of consultant time, scheduling confirmations, and SOW milestone tracking to support accurate and timely invoice processing.
- Monitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner.
- Support the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarisation, and customer introductions.
- Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio.
- Identify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required.
Leadership & Technical Tasks
- Leads large and complex engagements ensuring on-time, on-budget delivery and managing delivery teams while providing technical leadership and guidance to customers.
- Design scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives and integrating AI into work processes, decision-making and problem-solving.
- Conduct workshops, assess current-state processes, and define future-state technical solutions applying AI tools to streamline workflows, generate insights and support strategic initiatives under guidance.
- Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.
- Key point of communication and coordination for the delivery team, working with the Sales Account Team, partner and customer to understand the customer and the engagement.
- Coach and mentor service partners, Engagement Managers and Associate Engagement to achieve project deliverables while driving solution quality, innovation and customer value realization.
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