Role : Senior Engagement Manager - Service Now

Experience : 10+ Years

Location : Sydney

Job Type : Full Time (Permanent)

Desirable :
8+ years of ServiceNow Skilled 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