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- 8+ years of ServiceNow Professional Services / Consulting experience• Ability to travel.• Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) 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 clear visibility of utilisation, risks, actions, and financial burn to both customers and internal leadership• Maintain accurate records of consultant time, scheduling 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 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• Be the single contact to encourage collaboration and customer agreement on proposed solutions.• Mentor Customer Outcomes or Partner team members and identify gaps between actuals and plan of record, driving resolutions.• Understands core AI concepts, ethical considerations and platform capabilities, and can explain their application in customer contexts with support.• Creativity with comfort running projects independently and collaborating as needed• Success driving complex issues through analysis and resolution• ServiceNow Certifications (CSA/CAD/CIS)• PMP/Prince II certificationsGood-to-Have• Industry domain expertise• Additional ServiceNow certifications• Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes• Confident communicator who is comfortable owning customer relationships at an operational level — able to manage expectations, handle difficult conversations, and build trust over time• Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus
