Engagement Manager

Summary

Join Crossfuze as an Engagement Manager and lead client projects, overseeing scope, schedule, and budget. You will collaborate with client teams, manage resources, and ensure project success using the Crossfuze methodology. This remote position, based in Canada, requires strong project management skills and ServiceNow experience. You will be the single point of contact for client engagements, mentoring team members and identifying areas for improvement. Crossfuze offers a flexible work environment, including half-day Fridays and additional PTO for mental health, along with competitive benefits like paid parental leave, extended healthcare, and a group RRSP.

Requirements

• A bachelor’s degree or equivalent experience
• 5+ years’ experience in a professional services organization and consulting experience
• Experience working on ServiceNow projects required
• Effective communication skills with the ability to set appropriate expectations with the client
• Strong interpersonal skills, client-centric attitude, ability to operate in a culturally diverse environment
• Experience driving complex issues through analysis and resolution
• Demonstrated ability to lead teams and achieve success with ServiceNow implementation projects, balancing scope, timeline, and budget constraints

Responsibilities

• Oversee scope, schedule, and budget to meet the defined solution for clients using the Crossfuze practice methodology
• Collaborate with the client’s project team ensuring governance is followed to gain team member support for the project, including risk and issue mitigation
• Assemble and lead the resources on the project making sure they understand the planned tasks, tracking actual progress, and managing changes
• Serve as the single point of contact for client engagements
• Lead the project team throughout the delivery process
• Apply expertise in the delivery methodology to promote client success
• Partner with the Sales team and client to understand the services to be delivered
• Manage the scope, schedule, budget, risks, issues, changes, resourcing, and other project functions
• Mentor team members to achieve the services objectives
• Identify gaps in solution delivery and propose solutions and escalate as needed
• Manage multiple projects at the same time (5+)
• Identify areas for and participate in Continuous Improvement activities

Preferred Qualifications

• Project Management Professional (PMP) or similar certification
• Agile Scrum experience and Scrum Master certification
• ServiceNow certifications in aligned workflow
• Experience managing several concurrent external client projects
• ITIL V3 or V4 Foundations Certification

Benefits

• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Extended Healthcare Plan
• Group RRSP with employer match
• 10 days toward bereavement leave
• Premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice