About Us:
. CRN Magazine Fast50 Ranking 2017-2019
. Asia Pacific & Japan ServiceNow Elite Partner of the Year 2020 - 2022
. WFH & Office Flexible Arrangement
We are an Australian-born company with over 480 dedicated staff across Australia, India, Singapore, Hong Kong, and the Philippines. A multi-award-winning business, we're proud to have been recognised as the Asia Pacific & Japan ServiceNow Elite partner of the year in 2019, 2020 and 2021. Our success comes from our people-first culture. That means we value trust-based and caring leadership, a supportive learning environment, continuous innovation, and giving you opportunities to do things you've never done before.
Our focus is enterprise service management, and we have deep knowledge of and experience in digital and business transformation, Customer Experience, IT Transformation, Employee Service Experience, and Integrated Risk Management. We also have Innovation and Organisational Change Management practices that are intrinsic to everything we do.
Role Summary:
You will be predominantly responsible for leading Enterprise Technology Program and managing large-scale deployments of ServiceNow solutions programs. You will be self-motivated and passionate about client success, delivering exceptional customer outcomes, and building high-performing cohesive teams across multiple vendors and customer stakeholders.
You will have a flair for forming long-lasting, trusted relationships with executive-level stakeholders, gaining their endorsement for high-quality delivery, acting as the primary customer contact for services, handling issues, and escalating as appropriate.
Main Responsibilities:
- Accountable for the management of overall engagement, including scheduling, resourcing, scope, and budget
- Developing and maintaining strong customer relationships with key stakeholders, including executive sponsors, program managers, business process owners, and enterprise architects
- Responsible for ensuring the customer is fully informed and updated on engagement progress and concerns, including scheduling, resourcing, issues, and risks/change requests.
- Managing engagements in compliance with the Enable Way methodology and updating engagement details, including resource plans, timelines, and financials
- Facilitating key stakeholder meetings, including regular steering committees with internal and customer teams, reporting on engagement progress, issues, risks, and budgets internally to practice directors, and contributing to issue resolution
- Leading client engagements, driving specific process definition, re-engineering, improvement, and gap analysis of current/to be processed during workshops with key customer sponsors and stakeholders, ensuring technology design and solutions are aligned with business requirements.
- Produces high-quality customer documentation, including but not limited to workshop material, training material, and solution designs, with acute attention to detail
Skills Matrix:
- 5 + years of experience leading project engagements
- Experience in delivering enterprise-scale ServiceNow projects with evidence of managing and coordinating team members during a customer engagement providing ServiceNow functional expertise - nice to have.
- Experience in Remedy Multi-cloud services management
- Ability to facilitate UAT process
- Experience across scale agile, leading agile and running agile DevOps projects.
- Knowledge of external issues and depth of experience to inform, challenge, and ability define the scope of work.
- Ability to influence and lead alternative perspectives with successful outcomes.
- Proven experience in managing and leading high-performing teams
- Exceptional interpersonal skills, verbal communication, and written communication
- Proven ability to advise in best practice tools/methodologies
- Proven expertise across enterprise projects/programs and risk management
Qualifications & Certifications: (Nice to have)
- IT Degree or relevant tertiary education in Computer Science
- ServiceNow CSA, CIS ITSM + 1 other product CIS
- ServiceNow sales & presales accreditation in 2+ Product lines
- ITIL Foundation Certified
- Certified Scrum Master or PMP certification preferred
