What you’ll be doing:

- Oversee a portfolio of ServiceNow Staff Augmentation engagements, ensuring delivery aligns with SOWs and customer expectations.
- Manage resource planning, booking and scheduling across active engagements.
- Act as the primary customer contact for resourcing, scheduling, invoicing and delivery-related matters.
- Track utilisation, financial burn, risks, actions and milestones, providing regular status reporting.
- Monitor consultant performance and engagement health, escalating risks where required.
- Manage onboarding and offboarding of consultants and coordinate customer introductions.
- Maintain RIDAC logs, track actions and identify scope creep or SOW deviations.
- Work closely with Finance and Commercial teams on actuals, contracted hours and revenue forecasting.
- Lead smaller projects and delivery teams while providing technical leadership and guidance to customers.
- Design scalable ServiceNow workflows and technical architectures aligned with customer objectives.
- Conduct customer workshops, assess current-state processes and define future-state solutions.
- Review and guide technical deliverables across configuration, integrations,



testing and documentation.
- Coach and mentor ServiceNow consultants while driving solution quality and customer value.

What we’re looking for:

- 8+ years of ServiceNow Professional Services / Consulting experience.
- Strong experience managing customer engagements, Staff Augmentation or skilled services delivery.
- Experience with SOW management, resource planning, utilisation, financial tracking and delivery governance.
- Strong customer-facing and stakeholder management skills.
- Experience leading projects, delivery teams and technical consulting engagements.
- Strong understanding of ServiceNow workflows, integrations, configuration and technical architecture.
- Ability to conduct workshops and translate business requirements into scalable technical solutions.
- Strong communication, problem-solving and leadership skills.

Certifications:

- ServiceNow CSA / CAD / CIS certifications are highly desirable.
- PMP or PRINCE2 certification is desirable.

Location:

Sydney

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📌 ServiceNow Manager (Sydney)
🏢 Umbrella Club
📍 Sydney