Engagement Manager

Summary

Join Crossfuze as an Engagement Manager (EM) and oversee scope, schedule, and budget for client projects, using the Crossfuze practice methodology. Collaborate with client project teams, ensuring governance is followed and mitigating risks and issues. Assemble and lead project resources, track progress, and manage changes. This fully remote position (US-based candidates only) requires you to be the single point of contact for client engagements, leading the project team throughout the delivery process, and applying your expertise to promote client success. You will manage multiple projects concurrently, maintain a 75% billable utilization target, and participate in continuous improvement activities. Crossfuze offers a flexible work environment and various benefits.

Requirements

• 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
• A bachelor’s degree or equivalent experience

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
• Single point of contact for client engagements
• Lead the project team throughout 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
• Managing multiple projects at the same time (5+)
• Maintain 75% billable utilization target
• Identify areas for and participate in Continuous Improvement activities

Preferred Qualifications

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

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