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ServiceNow - Senior Engagement Manager

Job Location: Location Negotiable

Job Number: 00506690

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- Job description

Role:  ServiceNow Senior Engagement Manager

Location: London

Career Level:  8 Associate Manager

Salary:  £42,000 - £70,000 depending upon skills and experience

Job type:  Permanent

 

Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.

 

Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services.

 

We are constantly seeking new ways to achieve high performance in our clients’ business operations! We provide technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients’ business operations.

 

What responsibilities will you have?

 

The Senior Engagement Manager (SEM) encompasses the responsibilities of the Engagement Manager (EM) and in addition must 1) have a greater level of project management experience, 2) display a higher level of initiative in performing day to day duties, and 3) show effective ownership of multiple concurrent engagements. In addition, they must be able and willing to provide advice and guidance pro-actively to less experienced colleagues.
 
The SEM must be able to lead other EM’s within the context of delivering multiple, concurrently running billable engagements.

Line Management

The SEM is assigned an internal working team, known as a ‘POD’ which contains a number of Consultant’s who report to that SEM for all non-project related items. The ‘POD’ group meet regularly on a bi-weekly basis to discuss how everyone is tracking with their work and it is expected the SEM will provide the necessary line management support to each consultant in their ‘POD’.
 
The employee shall meet with the Principal Engagement Manager (PEM), 1-to-1 on an informal basis once per month, formally on a quarterly basis and once every six months for a semi-annual performance review. All SEM’s and EM’s will meet as a team on a regular basis and report directly to the PEM.
 
As part of being a billable resource and utilising technical resources, the SEM will also report to and work with the Resource and Talent Development Manager (RTDM) on a regular basis to ascertain which resources are available for their project(s).

 

Main Duties & Responsibilities

The SEM has ownership for end to end delivery of Professional Services (PS) ServiceNow engagements.  Responsible for scope, budget and timelines throughout all engagements.
 
  • Engagement Management
    • Work with the sales team to understand the solution that has been designed and the specific client requirements, to ensure a seamless handover between sales and PS.
    • Work with PS Leadership team to manage engagements in-line with business priorities.
    • Customer Surveys
      • Brief customer on the survey process and our expectations throughout the engagement
      • Average Customer Satisfaction score >/= 9.00
      • Average 2 surveys returned per completed engagement
    • Engagement budget
      • Delivery within engagement budget (for Fixed Price) or on engagement budget (for Time and Expenses)
      • Implement strict change control to minimise scope creep
    • Engagement Scope
      • Clear and consistent use of RIDAC
      • Raise risks and issues internally within Accenture in a timely manner
    • Resource Management
      • Submit and manage resource requests in a timely manner where practical
      • Work with the PS Resource Manager to adjust and prioritise resource requests as required by the business demand
      • Provide constructive direct and indirect feedback on engagement resources
      • Day to day leadership and management of the PS delivery team assigned to the engagement
    • Opportunity Identification
      • Manage relationship with client and identify any areas for upsell (additional business) to the account manager in a timely manner.
  • Business Development
    • Work closely with the PS leadership team to establish and maintain high performance standards.
    • Work with the sales team to feedback on the solution design and Statement of Work, thus reduce the delivery risk for future engagements.
    • Ownership for at least 1 PS internal activity, dependent upon availability.
    • Drive standardisation and knowledge sharing across PS.
    • Assist wider PS leadership team in reviewing PS deployment approach and methodologies to increase customer satisfaction, reduce timelines, reduce risk & reduce unbillable activity.
  • Personnel Management
    • 1st line manager for group within the delivery team, responsible for career management, setting objectives and managing performance against these objectives.
    • Identify training requirements for the individuals within the team in a timely manner.
  • Adherence to Accenture processes
    • Timecard submission by 0800 Monday morning.
    • Timecard approval/rejection by 0800 Tuesday morning where possible.
    • Resource requests and changes submitted by 1000 Monday morning.
    • Where possible, resource plans submitted and confirmed at least 2 months in advance.

Role Objectives

The role objectives are broken down into five (5) key areas known as Work Themes which highlighted areas of key importance for all consultants to strive toward achieving. Each Work Theme directly corresponds to the overarching goals and objectives of Accenture.
 
Within each Work Theme are three (3) Work Areas which represent specific areas of focus that directly relate to the overarching Work Theme objective. It is the expectation of the Delivery Leadership team that each SEM must hone their craft within all Work Themes and Areas to excel as Engagement Managers.
 
These objectives are in place to allow each SEM to focus on key areas for them to continue driving their performance and understand the expectations of Accenture Management.
 

What skills & experience are we looking for?

 

Previous experience as a Service Now Engagement Manager

 

What’s in it for you?

All our Operations professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

On top of this, we have an extensive benefits package which includes 25 days’ vacation per year, gym subsidies, private medical insurance and 3 extra days leave per year for charitable work of your choice!

What are the next steps?

If this sounds like the ideal role, career and company for you, click below to apply.

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.

 

Closing Date for Applications 31/12/2017

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

 

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