- 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 familiarization, 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 certifications

Responsibility of / Expectations from the Role

- Leads large and complex engagements ensuring on-time, on-budget delivery and managing delivery teams while providing technical leadership and guidance to customers.

- Design scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives and integrating AI into work processes, decision-making and problem-solving.

- Conduct workshops, assess current-state processes, and define future-state technical solutions applying

- AI tools to streamline workflows, generate insights and support strategic initiatives under guidance.

- Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.

- Key point of communication and coordination for the delivery team, working with the Sales Account Team, partner and customer to understand the customer and the engagement

- Coach and mentor service partners, Engagement Managers and Associate Engagement to achieve project deliverables while driving solution quality, innovation and customer value realization.

📌 Senior Engagement Manager (Madrid)
🏢 Mpower Plus
📍 Madrid