Location: Italy(50% Travel required to client location)
Contract : 6-12+ Months contract
Key Responsibilities
- ServiceNow Professional Services / Consulting experience
- Ability to travel
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making or problem‑solving
- ServiceNow certifications in aligned workflow (CSA/CAD/CIS)
- Expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands-on technical leadership
- Creative with comfort running projects independently with experience working collaboratively, driving complex issues through analysis and resolution
- Guide customers through technical documentation and discussions, driving innovation for consistent delivery and in completing required documentation such as business requirement workbooks for technical aspects of the solution
- Translate requirements into technical specifications and user stories, aligning technical needs with business objectives.
- Provide oversight and unit testing of code developed by partner or customer employees
- Provide feedback to product development to improve the product based on experiences gained with customers
- Contribute to the preparation of client-facing and internal technology deliverables by executing stories, assisting in scoping deals and sharing customer successes.
- Contribute to weekly/bi‑weekly status reports across engagements, providing clear visibility of utilisation, risks and actions
- Articulating AI system design, ethical implications and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption.
- Act as a resource to customers by providing expertise on technical matters related to products and solutions.
- Provide ServiceNow workflow solutions with a technical architecture designed for long‑term success, following ServiceNow technical standards and leading practices.
- 8+ years of ServiceNow Professional Services / Consulting experience
- Ability to travel
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision‑making or problem‑solving
- ServiceNow certifications in aligned workflow (CSA/CAD/CIS)
- Expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands‑on technical leadership
- Creative with comfort running projects independently with experience working collaboratively, driving complex issues through analysis and resolution
- Guide customers through technical documentation and discussions, driving innovation for consistent delivery and in completing required documentation such as business requirement workbooks for technical aspects of the solution
- Translate requirements into technical specifications and user stories, aligning technical needs with business objectives.
- Provide oversight and unit testing of code developed by partner or customer employees
- Provide feedback to product development to improve the product based on experiences gained with customers
- Contribute to the preparation of client‑facing and internal technology deliverables by executing stories, assisting in scoping deals and sharing customer successes.
- Contribute to weekly/bi‑weekly status reports across engagements, providing clear visibility of utilisation, risks and actions
- Articulating AI system design, ethical implications and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption.
- Act as a resource to customers by providing expertise on technical matters related to products and solutions.
- Provide ServiceNow workflow solutions with a technical architecture designed for long‑term success, following ServiceNow technical standards and leading practices.
Role: ServiceNow Engagement Manager
Location: Italy(50% Travel required to client location)
Contract : 6-12+ Months contract
- 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
- Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting
- Be the single contact to encourage collaboration and customer agreement on proposed solutions.
- Mentor Customer Outcomes or Partner team members and identify gaps between actuals and plan of record, driving resolutions.
- Understands core AI concepts, ethical considerations and platform capabilities, and can explain their application in customer contexts with support.
- Creativity with comfort running projects independently and collaborating as needed
- Success driving complex issues through analysis and resolution
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