Serve as the primary day-to-day delivery leader and trusted customer counterpart. Establish strong relationships with executive sponsors, program leaders, technical teams, business stakeholders, and partner organizations. Understand the customer's goals and translate them into clear engagement outcomes, priorities, plans, decisions, and success measures. Lead customer governance, status discussions, workshops, decision forums, steering meetings, and escalations as appropriate. Proactively identify issues, create clarity, recommend options, and drive decisions rather than simply reporting status. Communicate technical and delivery topics clearly to both technical and non-technical audiences. Own Delivery and Engagement Health

Build and maintain the overall engagement plan, milestones, workstreams, dependencies, operating cadence, and delivery governance. Own risks, issues, decisions, actions, assumptions, and dependencies through appropriate RAID/RIDAC management. Coordinate Cprime consultants, architects, engineers, customer resources, Moveworks/ServiceNow resources, and other partners as one integrated delivery team. Manage resource plans, assignments, onboarding, scheduling, and delivery transitions. Monitor actual progress against the plan and proactively address deviations, blockers, and competing priorities. Ensure transparent meeting cadence, follow-up, ownership, and accountability throughout the engagement. Lead launch readiness, go/no-go planning, stabilization, transition, and engagement closeout. Manage Scope, Financials, and Commercial Health

Understand and manage the Statement of Work, contractual scope,



assumptions, deliverables, milestones, and acceptance expectations. Identify potential scope expansion, delivery gaps, or change requirements early and manage them transparently with the customer and internal team. Monitor engagement budget, burn, forecast, resource utilization, and financial risks. Partner with Cprime account and practice leadership when change orders, extensions, additional services, or follow-on opportunities are appropriate. Balance customer advocacy with responsible commercial and delivery management. Guide Moveworks and AI Delivery

Develop sufficient Moveworks product, implementation, and architecture knowledge to confidently lead customer engagements. Understand how Moveworks interacts with enterprise systems such as ServiceNow, knowledge repositories, collaboration platforms, identity solutions, HR systems, and other business applications. Help customers and delivery teams identify and prioritize practical, high-value AI and agentic use cases. Coordinate technical discovery and facilitate discussions around integrations, knowledge/content, data, security, identity, workflows, and platform readiness. Recognize where technical, data, governance,



or organizational conditions may create delivery or adoption risks. Partner closely with architects, consultants, developers, and Moveworks/ServiceNow specialists without needing to personally own all solution architecture or development. Drive Adoption and Measurable Outcomes

Establish success criteria and meaningful measures with customers early in the engagement. Ensure implementation planning includes organizational readiness, communications, enablement, training, adoption, and sustainment—not simply technical go-live. Use testing, feedback, usage data, and engagement evidence to recommend whether to proceed, adjust, pause, or change approach. Help customers connect Moveworks capabilities to measurable improvements in employee experience, self-service, automation, productivity, and operational efficiency. Support successful transition from implementation into steady-state ownership, support, optimization, and future roadmap planning. Strengthen the Practice

Capture lessons learned, reusable assets, risks, patterns, and implementation practices across customer engagements. Contribute to the continued development of Cprime’s Moveworks implementation methodology, templates, playbooks, and delivery standards. Share field insights and customer feedback with internal practice leaders and Moveworks/ServiceNow teams. Mentor and support delivery team members while helping create a consistent, high-quality customer experience. Stay current on Moveworks, ServiceNow, enterprise AI, agentic AI, and evolving implementation practices.

📌 Engagement Manager (Melbourne)
🏢 Cprime
📍 Melbourne