Role : Senior Engagement Manager - Service Now

Experience : 10+ Years

Location : Sydney

Job Type : Full Time (Permanent)

Desirable :

- 8+ years of ServiceNow Professional Services / Consulting experience
- Own end-to-end delivery oversight of a portfolio of Staff Aug engagements, ensuring consultants are performing against agreed SOW obligations 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 explicit visibility of utilisation, risks, actions, and financial burn to both customers and internal leadership
- Maintain accurate records of consultant time, booking 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 Staff Aug 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
- ServiceNow Certifications (CSA/CAD/CIS)
- PMP/Prince II certifications

Key Responsibilities :

- Lead smaller projects and delivery teams while providing technical leadership and guidance to customers.
- Design scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives.
- Conduct workshops, assess current-state processes, and define future-state technical solutions.
- Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.
- Coach and mentor Technical Consultants and Associate Technical Consultants while driving solution quality, innovation and customer value realization.

📌 Senior Engagement Manager – ServiceNow-Sydney
🏢 The HR Ally
📍 Sydney