About the role

#	Required Information	Details
2.	Position / Role:	Snr Engagement Manager
3.	Required Technical Skill Set:	Project Management, ServiceNow Platform, ITSM / ITOM / ITAM / Platform workflows, Solution Design, ServiceNow integrations
4.	No. of Requirements:	1
6.	Duration of assignment:	5 years
7.	Desired Experience Range:	8+ years of Professional Services / ServiceNow Projects management experience
8.	Onsite Location (CITY/TOWN, COUNTRY):	Italy
9.	Onsite Availability (100% Onsite/100% Remote/Hybrid):	Remote / Onsite
10.	Onsite Frequency/week:	N/A
11.	Working Hours / Day:	Standard Business Hours
12.	Contract Mode (Freelancer /Employee /Interested in joining on TCS payroll):	Freelancer /Employee /Interested in joining on TCS payroll
13.	Language Proficiency with levels (German/English/Both):	Italian and English (mandatory); Advanced or Bilingual/Native level
14.	Expected Per Day Vendor Rate (EUR):	Euro 700 – 750

Desired Competencies (Technical/Behavioral Competency)
Must-Have (Ideally it should not be more than 3-5)	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 certifications
Good-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

#	Responsibility of / Expectations from the Role
1	Leads large and complex engagements ensuring on-time, on-budget delivery and managing delivery teams while providing technical leadership and guidance to customers.
2	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.
3	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.
4	Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.
5	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
6	Coach and mentor service partners, Engagement Managers and Associate Engagement to achieve project deliverables while driving solution quality, innovation and customer value realization.

Snr Engagement Manager

About the role