Key Responsibilities

• Provide end-to-end oversight of a portfolio of ServiceNow engagements, ensuring delivery against agreed Statements of Work, timelines, budgets and customer expectations.
• Lead governance across complex engagements, establishing appropriate forums, reporting structures, RAID/RIDAC processes and escalation routes.
• Act as a senior point of contact for customers, building trusted relationships and managing delivery concerns, operational issues, resourcing requirements and changes in priorities.
• Coordinate resource planning and scheduling across multiple engagements, working closely with resource managers, delivery leads and practice leadership.
• Monitor utilisation, delivery performance, financial burn, milestones and overall engagement health.
• Produce clear and accurate portfolio and engagement reporting for customers, delivery teams and senior leadership.
• Ensure consultant time, bookings, milestones and contractual commitments are accurately recorded to support effective commercial management and invoicing.
• Identify delivery risks, scope creep, SOW deviations, dependencies and resource constraints at an early stage and ensure appropriate mitigation or change control is implemented.
• Work closely with Finance and Commercial teams to reconcile actuals against contracted hours and contribute to revenue forecasting.
• Coordinate onboarding and offboarding of delivery resources, including access requirements, SOW familiarisation and customer introductions.
• Monitor consultant and delivery team performance, escalating issues where required and supporting continuous improvement.
• Build effective relationships across geographically distributed delivery teams, technology practices, customers and strategic partners.
• Provide leadership, coaching and mentoring to Delivery Managers and other members of the delivery organisation.
• Champion innovation and the effective use of emerging technologies, including AI, to improve delivery processes, decision-making and customer outcomes.
• Drive consistent delivery standards, governance and operational best practice across the ServiceNow portfolio.
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