ServiceNow Engagement Manager

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Engagement Manager will report to the Engagement Squad Lead (ServiceNow Business Group) and is responsible for managing the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction and project profitability.

Understanding of ServiceNow implementation methodology, agile practices. Ideal candidate has technical knowledge of the ServiceNow platform and can lead individuals assigned to their team while appropriately informing and setting expectations with the client. Engagement manager will have full accountability for overall successful delivery of in scope items for each engagement. This includes demonstrated business development and selling experience, experience in developing programmatic approaches to build and scale GTM approaches, strong process engineering skills, requirements gathering leadership, a customer focused collaborative approach, field engagement, enablement experience and a good understanding of ServiceNow solutions.

You will be expected to understand the customer business including the business issues and problems being resolved by the Professional Services engagement

Single point of contact for a customer for ServiceNow engagement and provides a conduit to other ServiceNow teams as required

You will drive and manage project risks, including identification, analysis and communication, monitoring and control while increasing the probability of positive outcome.

Manage the project team work-area/backlog and responsible for customer satisfaction throughout the engagement cycle

Contribute to the continual improvement of Delivery Services processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements

Your Future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career. We have opportunities for Cloud Hyperscalers that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

If you are hired, the anticipated compensation range for the position $107,600 to $258,240 is based on a full-time schedule. Your ultimate compensation may vary depending on your geography, job-related skills and experience. For part time roles, the compensation will be adjusted appropriately.

Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies.  Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

Required Skills and Expertise

• Minimum 7 years of consultative skills and understanding of technology to explain how ServiceNow addresses requirements and objectives

• Plan and deliver project kick-off meetings and facilitate , examine (requirements gathering) workshops to translate business requirements to tangible configuration in ServiceNow (Stories)

• You will be a Scrum Master for Sprint cycle during deployment. Hold regular project review calls / meetings with customers

• Identify up sell opportunities and engage Sales & Pre-Sales teams

• Validation and tracking of value delivered by ServiceNow solution

• Knowledge of ITIL

• Power User comfort level with ServiceNow as a daily tool

• Program definition and Managing multiple projects and initiatives in large customer accounts

• Demonstrated interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

• Proven team player and team builder

• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and relay that in English and not just IT jargon

• Commit