Engagement Manager

Role: Snr Engagement ManagerLocation: Sweden, Hybrid workLanguages: Swedish and English (mandatory)Contract 8+ years of ServiceNow Professional Services / Consulting experienceAbility 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 expectationsManage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gapsServe as the primary customer-facing contact — handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and paceProduce 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 leadershipMaintain accurate records of consultant time, scheduling confirmations, and SOW milestone tracking to support accurate and timely invoice processingMonitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely mannerSupport the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarisation, and customer introductionsMaintain RIDAC logs and ensure actions are followed up consistently across the portfolioIdentify 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 propose 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 resolutionServiceNow Certifications (CSA/CAD/CIS)PMP/Prince II certification